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.

  I was trying to trade my vehicle in to get something bigger. I told the sales *** that I wanted close to $9000 for my trade in. When the sales *** came and brought the drawn up bill of sale, he let me read it over. I saw that there was a charge for an all season package and had them explain it. I told them I didn't want it and that could be taken off. The sales manager then came over and explained that the only way for the dealership to make money off that sale was that all the charges had to stay that I came in out the gate saying I wanted $9000 for my trade in so all fees had to stay whether I wanted the package or not. Even if I didn't want the package, the fee would stay anyways. He told me to stop looking at all the fees as they would not change. I said I needed to step outside. I looked up the cost of the vehicle I wanted to buy and they had it marked up about $6000. I came back inside and spoke to the sales *** and explained to him that the price of the vehicle was way higher than it should be and that I know they can come down from it. The fee that they charge for document p***, I told them I know that can be lower. The manager told me the only way I could get financing is if I brought around $3800 to the table to offset some of the charges. The sales *** did tell me that the vehicle came in and they were given approx $19800 for it, which was well over the value. I also explained that if they didn't want to give me what they offered for my trade in, they should have never told me and wrote it down. I came in there to trade because I wanted to, not because I had to. They were also aware that I work in banking in the loan department and I am very aware of how these things should work. I feel like they were trying to strong arm me because I'm a woman and didn't think I would pay attention. I do feel like what the sales manager was trying to do was illegal and make me pay for something that I didn't want.

  Business Response

  Date: 07/09/2025

  Thank you for the opportunity to respond to this concern.
  Wed like to clarify the details of the proposed transaction. The customer's trade-in vehicle has over ******* miles, which qualifies it as a wholesale vehicle by our standards. Our dealership only retails vehicles with fewer than ****** miles to ensure quality and reliability for our buyers.
  According to Carfax, a widely trusted source for vehicle valuations, the wholesale value of the trade-in is $2,370 in fair condition. This valuation aligns with recent auction data as well. Unfortunately, the main challenge appears to be the current loan balance on the vehicle, which is $10,700.
  Despite this, we offered the customer $8,000 toward her new purchase, which included our $2,199 accessory package. Please note that once accessories are installed on a vehicle, they are not removed. Like most dealerships, we offer accessories as part of the sale, but we strive to be more cost-effective compared to others.
  The other point of concern was the customers desired monthly payment of $390. Based on the amount being financed, we were unable to meet that payment target. We did not send any credit information to any lenders as we did not agree on any financing amount.  
  We are committed to serving our community with integrity in both sales and service. We always aim to create a win-win outcome for our customers, and we regret that we couldnt meet the customers expectations in this case. 
  Again, we appreciate the chance to respond and clarify, and we sincerely wish the customer the best in finding a vehicle that suits both her needs and budget.
  

• Initial Complaint

  Date:02/02/2024

  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.

  Transaction amount: ******, I am disputing an overcharge of $72.44 Transaction Date: 01/25/2024 Involved Parties: ***** (Service Manager) and ***************************** (Service Advisor)My car started having an issue with the ac/heat in March of 2023. I observed that it was in relation to a loose connector and the blower motor on the passenger side of my car. I took it to Matthews Kia and described my issue to *****************************, a service advisor. I told him that I would like him to look at the blower motor in particular. He basically told me to let the service team do their job to find a diagnosis. I said okay. A few days later ***** contacted me and told me that the issue was the pigtail connector connected to the blower motor. I did not think this was the case and still suggested the blower motor which is covered by my warranty, the Essential Enhanced Select Plus Preowned. He told me that for now, they would fix the pigtail connector and see how that works out, but the pigtail was not covered by a warranty so I would be responsible for the costs. I told him that I did not have the money for testing out solutions, and I need them to be sure that is the problem because its what I brought my car there for. I didnt want to have to return later and I didnt want to be paying for something out of pocket that is not the issue. He told me that if the repair failed again in less than ****** miles, and 12 months, then it would be covered under a repair warranty that applies to repairs dont at the dealership, costing me nothing to fix it again, and he would then fix the blower motor that IS covered under my warranty. I said okay, the car was repaired and picked up by me on 3/28/2023. I paid $236.12. In the notes of my reciept, it was noted that my blower motor was burning on the inside which is why I didnt understand why not just fix that if you observe that its causing the issue of melting the connector? Why repair a symptom of the problem instead of addressing the problem? Just digging for out of pocket money & avoiding applying the warranty. They knew what the issue was the first time. My mileage at the time of the first repair was ******. On 01/10/2024, I dropped the car off at Matthews Kia because I was having the same issue. Less than 12 months and ****** miles later. My mileage at the time of this issue for the second time was *******. After getting a diagnosis ***** called me and informed me that the diagnosis confirmed that my blower motor is the problem, and it would be covered under my Essential Enhanced Warranty. But warranty only paid for 2 hours and 30 minutes of labor, so I would be responsible for the 30 minutes remaining of the 3 hour job. which was fine with me. BUT, then he said I also needed the pigtail and resistor replaced, and I would need to pay for that out of pocket. I understood the resistor coming out of pocket, but I asked him was the pigtail not covered under the 12x12 warranty he mentioned last year, because thats the conversation we had. He told me no it wouldnt be, I asked why and he said he doesnt think so but he can ask his manager and have him call me back. I said okay, *********** manager ***** never called. I called multiple times to speak to him, I finally got him on the phone and explained my question, and he told me that he will talk with ***** but hes pretty sure that ***** knows what hes talking about and hung up. (Biased) I never received a call back and could not get ***** on the phone afterwards. So I contacted *** ************** and explained the situation, ******* (agent) reached out to ***** on my behalf and he never responded to her as well. But she eventually got in contact with *****, and contacted me back. ******* told me that ***** said that the pigtail would be covered by 12x12 warranty, and I would only be responsible for the resistor of about $50 and 30 minutes of labor. Different response from when I asked him. I was fine with this because this is what I expected. ***** called me himself and said the same. BUT when I got to the dealership on 01/25/2024 to pick up my car, ***** presented me the with the total of $****** to get my car. I questioned him about the costs on the paper. Because there was 3 hours of labor required for the repair, and $315.92 in labor charges divided by 3 is around $105.30 per hour. Warranty covered 2 hours and 30 minutes, its noted that I was expected to pay remaining 30 minutes, plus the resistor price. $105.30 per hour of labor divided by 2 is about $52.65. $52.65 plus ***** in resistor charges, and $17.57 in sales tax is about $120, which nowhere near the $****** that I paid. Its $72.44 worth of upcharge that there is nothing listed to account for. I asked *****(service manager) where the extra came from, he told me he didnt know but he was pretty sure ***** was right and I could speak with him tomorrow because he was not there. I said okay. He was the service manager (above *****) and would not acknowledge the issue. I went ahead and paid the $****** to get my car because I could not afford to go without it longer. I went out to my car to get in and observed that my windows were down and my seats were soaked with rain water. I went back in and demanded that the seats be dried or something, because there was no reason for my windows to be down and the inside of my car exposed to the elements. ***** said he would take care of it, I waited about ************************************************************************************************************************************ a free oil change. I accepted the oil change but I felt it was an act of retaliation because i called corporate about the pigtail issue. I was also not informed that my car was ready and had to call the dealership to find out myself so I went longer without a car than I should have. ***** apologized but he told me that I shouldnt complain about it if there is a up charge of services because at least I didnt pay for the blower motor which is the most expensive repair. I disagree! I should not have been responsible for anything that was covered by a warranty, why advertise a warranty that you will not honor. They only honored my essential enhanced Warranty. For him to say that showed that he knew what ***** was doing and felt it was okay. I contacted ***************** again and reopened my case in order to request reimbursement once I got home. Corporate reopened my case with ******** as the new agent. I sent in the same evidence and documents attached here. But I received an email 02/02/2024 stating that I need to contact the Service Manager about my issue, which is who I had already spoken to and he revealed he was biased. I called ***************** and spoke to ********, he informed me that my evidence and case is correct and my claim checks out but his supervisor told him that ************* would not be able to provide the reimbursement because the ****************** is separate from **** I asked him what am I supposed to do then because the Service Manager is one of the people neglecting my issue. He said that I could find out who the General Manager or Service District Manager is and I can contact them, but he cannot do anything else but email the Service Manager again. I told him okay, I Googled the information of the Service and Parts District Manager for Matthews Kia of ************. *** emailed her and have not received a response. I shouldnt have to do this though. I believe this is unfair business practice on the service Department of *********************** part. They know what they are doing and I also do not understand why ***************** says they cant provide the partial reimbursement if the evidence makes sense. How do you determine that I am *********** a reimbursement, but cant enforce it? I believe ***** thought I would not notice that there was still an up charge on behalf of the pigtail slipped into my total. I want my reimbursement of $72.44. How could I not notice? It takes nothing but simple math to catch. Even the Service Manager could not explain where it came from, and avoided confrontation. They have poor integrity as a department, and its sickening that they would retaliate against a consumer speaking up, I now have mildew on my seats in my car from rainwater, and I am out of $72.44. The pigtail is still under the warranty. My mileage is currently ******. Very disappointed and I am considering taking this to small claims court. It may not be a lot of money but it is the principle, and it is MY money. I am a college student dealing with illness, that $72.44 that ***** was downplaying could do a lot for me. I dont appreciate being taken advantage of. And if he can downplay the ripped off amount so easily, why not just refund it in the same mindset? I am done with going in circles, Im going to contact any form of superiority I can. Ive already contacted legal resources and have been told that I would have a valid case considering my evidence and information.

  Business Response

  Date: 02/17/2024

  Good evening, I will get in touch with my team at the store and look into this. I apologize that there has been no response. 

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************** has had my car in their service department for 2 weeks now. It took over a week to get diagnosed and over a week to get the motor needed. The part is covered under warranty with **** I have already spent over $1500 on a rental car. I called *** on 05/26/23 after confirming they received the part needed to fix my vehicle and asked how much longer will it be to get fixed, the gentleman I have been texting says it will be another 2 weeks which is unacceptable. I cannot afford another rental car for 2 more weeks plus the car note I already pay for. Since this is covered under the factory warranty this was no fault of my own but I am the one paying the very expensive price. One whole month to have my car fixed is ridiculous, I cannot afford another 2 weeks for a rental car plus the expenses to maintain a car that I cannot even drive and has been sitting at ****************** for 2 weeks now.

  Business Response

  Date: 06/05/2023

  Unfortunately, Matthews Kia does not offer rentals. Rental vehicles are the customer's responsibility.***'s warranty does not guarantee a rental. *** will reimburse rental cost up to $45 per day in the event of a covered repair in most cases. Like most *** dealerships/service departments in the state, we are backed up. Our wait time is better than most others. I am sorry for the wait time, however, our technicians are working as quickly as possible to get every customers vehicle out as quickly as possible.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been taking our vehicle to Matthews Kia since December 2022, asking them to diagnose an engine problem. We were told the motor was on a recall and it needed to "fail" a test before it would be replaced. The car passed the test and we were told to continue to drive the vehicle and keep putting oil in it until we had another issue. We brought the vehicle back in January and February, but the vehicle "passed" the test. Each time we were told, just keep putting oil in it, driving the car and when the motor failed *** would replace it under some extended warranty or recall.Today, we brought the car in and were told the motor would need to be replaced and *** would not cover the issue under the recall because the engine failure was due to something else. When I asked today what was wrong with the vehicle in December and why no action was recommended, I was told, "I don't know, I didn't help you in December." It is wholly unacceptable to lead a customer to believe *** would replace the motor and take no action until the engine failed.

  Business Response

  Date: 03/24/2023

  When inspected in December, the vehicle had a pending P1326 code that was corrected following procedures from **** It did not qualify for engine replacement per *** guidelines and there was no indication of low compression at this time. On this most recent visit, the vehicle presented P0302 and P0304 codes. After inspection of the spark plugs and a compression test, the technician determined that cylinder 2 lacked compression. Unfortunately, we cannot determine the cause without tear down of the engine. This vehicle has 178,*** miles and is not covered by any extended ********. The *** ******** extension only applies to rod bearing failure and does not cover low compression. Unfortunately, the issues are two separate concerns, and we must follow ***'s guidelines in regard to the engine ******** extension. We cannot make the decision on who has a engine replaced under the ******** extension as it is not allowed by ******************* We are very empathetic to the customers concerns and will help any way we can within the boundaries that we have control over.    
  

  Business Response

  Date: 03/24/2023

  When inspected in December, the vehicle had a pending P1326 code that was corrected following procedures from **** It did not qualify for engine replacement per *** guidelines and there was no indication of low compression at this time. On this most recent visit, the vehicle presented P0302 and P0304 codes. After inspection of the spark plugs and a compression test, the technician determined that cylinder 2 lacked compression. Unfortunately, we cannot determine the cause without tear down of the engine. This vehicle has 178,*** miles and is not covered by any extended ********. The *** ******** extension only applies to rod bearing failure and does not cover low compression. Unfortunately, the issues are two separate concerns, and we must follow ***'s guidelines in regard to the engine ******** extension. We cannot make the decision on who has a engine replaced under the ******** extension as it is not allowed by ******************* We are very empathetic to the customers concerns and will help any way we can within the boundaries that we have control over.    
  

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19626017
  
  I am rejecting this response because:
  

  We have been told since December 7, 2022:

  1) ********* had an issue related to a recall and would be replaced.

  2) We should continue to drive the car until the engine failed and then the motor would be replaced.

  3) We took every recommended action and followed all the dealerships recommendations.

  4) We were never advised that continuing to drive the vehicle could result in a problem with the motor, which would not be covered by the recall.

  Based on these facts, we are now faced with significant financial harm.

  We are not auto mechanics or experts in auto repair. We had no way of knowing that following the explicit instructions of the vehicle dealer could cause unrelated damage to the vehicle. You will note in the attached service records we accepted and paid for all the recommended service and were never advised to take any additional actions. Please note the December 7, 2022 service record explicitly states "Recommend replacing spark plugs and performing fuel induction. This will not 100% fix the concern, but can help with spark knock for time being." This is consistent with our position that we were told the engine would be replace. The technician and dealership knew or should have have know that continued use of the vehicle could result in damage to the vehicle, which would not be covered by the recall.

  Therefore we reject this response and reiterate our request that the dealership replace the motor as the told us they would when the engine failed.

   

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

  Business Response

  Date: 03/27/2023

  The engine failure is not related to the warranty extension. We are not the decision makers when it comes to *** and engine replacement. We must follow ***'s guidelines in regard to engine replacement and this was done.Unfortunately, ***'s warranty extension does not cover poor compression. There was no way for us to know that the vehicle would lose compression. Loss of compression is not related to rod bearing failure. At this time, we do not have any course of action available to us as the vehicle is well outside of warranty as it has nearly 180k miles on it. We would be happy to help any way we can including offering discounts toward *********** or toward a new or preowned vehicle. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19626017
  
  I am rejecting this response because: We should have never been advised to continue to drive a vehicle with an unresolved engine problem.

  The issue is not the warranty or the mileage.

  We did not bring the vehicle to the dealership because of the warranty. In fact we were unaware of the warranty issue.

  We brought the vehicle to the dealership because the check-in light was on and the vehicle was clearly not running properly.

  The dealership made the decision to ignore our issues, and hope the engine would fail within the requirements of the warranty.

  We simple wanted our vehicle repaired. If it couldn't be repaired on December 7th, we should have been told that. If it couldn't be repaired on February 1st we should have been told that.

  Instead, we were told to keep driving the car until the engine failed completely and when it did we were told it wasn't covered by some warranty we knew nothing about.

  We had a variety of options on December 7th. Now we have a vehicle with a blown motor so we have none.

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

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Kia **** in late 2011. In 2012 there was a lawsuit in which *** was required to reimburse owners for over-estimation of gas mileage. Consumers could choose a lump sum, or reimbursements based on mileage over the life of the vehicle. I chose the latter. This program is still in place, but every time I try to collect, it is worse than pulling teeth! I don't drive a lot, so my ***** mile service is only once per year. I went in the first week of Dec. 2022 and have repeatedly attempted to get them to turn in my mileage and they REFUSE! This is a VIOLATION OF COURT ORDERS! It has been one thing after another, the website to file a claim is down over and over so I can't get a claim number, then when I finally get one, my requests to Matthews to turn in the mileage I had when I was there is turned into a SALES call as if they don't comprehend English! Now I'm told I have to spend an hour round trip to make another service call I don't need to get them to submit it! This is according to Service Manager "*****". I am NOT asking for the mileage up to this date, only up to my last service which was *****! There is absolutely NO reason for them to refuse!

  Business Response

  Date: 01/26/2023

  *********

  We are sorry about the inconvenience 

  unfortunately when you came by ********** system was down and that prevented submittal of the documents requested

  there is strict protocol for how this is filed and there is a process( mandated by Kia **************** are sorry their system was down at the time 

  best

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18896839
  
  I am rejecting this response because:  The dealership can and should submit the mileage as it was at the last service call, or they can pay for my time and gas to return to do it.  This is not the first time I have had to keep on them to get this done, nor the first time the mileage was reported after the fact.  I highly doubt there are new rules in place after 10 years!  I am not asking for current mileage, only what was duly recorded at the time of my last service.  They have likely LOST a customer in the process of being irresponsible and obstinate.  If they have questions about the "rules" or if this request violates anything, feel free to call ************ who can also inform them of how many times I attempted to get an authorization code due to their system failures (CL-1-1687536868) sent to them now many times and IGNORED!  Again, refusal to comply is a VIOLATION OF COURT ORDERS!!!  My next step is to once again contact *** Corporate and the case judge AGAIN!  And I may just post it all over the internet as well!  Legally I could also take them to small claims court to recover the rebate amount with additional costs.

    
  ******************************;

  Business Response

  Date: 01/26/2023

  What  amount seems fair 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18896839
  
  I am rejecting this response because:

  Asked what amount seems fair?  According to **** I am currently owed around $200.  You can turn in the mileage as it was at my last service *****, or you can pay me gas a travel time, or the $200!  I honestly at this point don't trust Matthews Kia to turn in the current mileage even if I spent an hour on the road to come back!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/13/2023

  ***************,
  
  I do apologize on behalf of *** for their site being down during your visit. I know this is a frustrating and inconvenient situation for you. I did speak with our warranty team to determine if a claim could be filed based on the mileage of the repair order at your last visit and unfortunately, per ***'s rules, we are unable to do so. In order for us to file the claim with *** on your behalf, we will need to have your vehicle here to confirm mileage and open a new repair order. As I understand this is an inconvenience for you, when you come for your verification, I will be happy to add some fuel to your tank as a goodwill gesture. Again, I do apologize for this frustrating situation and look forward to your visit so we can resolve this for you.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18896839
  
  I am rejecting this response because:  I KNOW that it is FALSE and this has been drug out for TWO MONTHS!  I am currently sick and having vision issues.  Coming back in will actually pay me more because the added mileage since Dec., but it is beyond "inconvenient"!  I will, when I can, come in to have my mileage again verified, but Matthews Kia has LOST my business in the future.  I'll gladly go back to ********!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/27/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a deposit down on a vehicle and now I am being told that the deposit is non refundable. At no point was I told this nor did I sign anything to the contrary! They are simply repoing people off! The deposit was $1000.

  Business Response

  Date: 12/28/2022

  I spoke to potential customer and agreed to give money back. 
  

  Customer Answer

  Date: 12/28/2022

   
  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:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Im contacting you to see what can be done about the experience I had turning in my car and purchasing a new one. Starting when I went in to exchange my *** ********* we had issues with our cars AC and we were told it was going to be so much money to fix it as they would have to open up the car to see the cause and see if its something covered under the warranty we purchased or if we would have to pay.The sales rep pitched turning in our car to get another for lower payments. We agreed to see what was available. The only car offered was an electric blue *** **** They said that was the only car they had as there was a car shortage but then sent us a survey and asked that we **** we had so many options to choose from."For 3 months we received calls from my old lender requesting payments on the car that I turned in. When I call into the dealership to get this resolved MY sales rep no longer works there and the ** who signed off on the deal is no longer there either. I had to work with another manager ****** he was rude, aggressive and defensive. He mocked me on my call and never called into global lending (old lender) to help me, I ended up going into the dealership as my old lender kept saying they didnt have the pay off check so Im still on the hook for it. *** was not doing anything and was not contacting me or getting back to me to help me through this as I was told your car has already been sold to someone else so someone is driving a car that still showed under my name and that I was being harassed to pay.Finally found out there was a fraudulent check created WITH MY NAME ON IT that was sent to my old lender. *** denies it was them and my lender does too. *** is who sent the check. By not paying off my quote in time it hit my credit score 94 points im in the process of buying a house, I had to hire a 3rd party credit company to fix these issues on my credit.. still shows i owe about *****, i guess the pay off wasn't the correct amount.

  Business Response

  Date: 12/20/2022

  ******,

  we hope all is well, 

  i apologize that there was a fraudulent check sent to the bank in your behalf.

  The car you traded in was paid off. 

  please contact  ************************* at  ************

  best

  ****

   

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the branch manager of ******************. We have a 2018 *** ****** that was towed into ******************** in ************ **. We were told by ******************** that the car needed a new engine with less than ****** miles on the car which should be covered under warranty. I was called back the very next day from the service manager saying our car would not be covered under warranty due to it being a rental car. This is not true because I looked up the *** ******** policy and they d cover a 7 year 150,000km warranty coverage and in the Commercial Vehicle section on page 3 of 10 it clearly states they do cover rental vehicles. I received the denial page from *** and they said they would not cover the vehicle because "Lifetime ******** does not cover used car dealerships, franchisees or auto auction houses" We are not any of these businesses so I asked the Service Manager to see if he could get the denial reversed and he said he would not. He kept telling me that is is not a part of *** and our issue should be with them. This is a KIA ********** and they should get this covered under warranty. I want the car to be covered by ************ as they said on their website on page 3 of 10 for the ******** Coverage on their website.

  Business Response

  Date: 11/11/2022

  ********** ******* rejected the claim for the engine. We only relayed ********** of ******** message. Any concerns regarding the approval or disapproval of the warranty claim must be handled by the customer with ********** *******. We are unable to over ride the decision made by ********** *******. Their contact number is ****************. Listen to the prompts and click the consumer affairs number. As stated we can only administer repairs that are approved through ********** *******.

  best 

  Gary 

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having my oil changed at the dealership, I checked it two days later after the engine started making noises. The oil on the dipstick was barely on it (below the minimum line) and black. As someone who works on cars I understood what I was looking at. I tried to resolve the problem but they stated theres no way the oil change could have been skipped. After waiting hours they did nothing to the vehicle but said they did. I receive free oil changes due to their lifetime warranty on engines and am not looking for money, just to receive what was said on the paperwork. Also, lights in picture are on due to just key being on, not started, car is well maintained (other than this incident).

  Business Response

  Date: 09/30/2022

  I will have the service manager call you asap to fix this issue!

  sorry for the inconvenience!

  best 

  *********;

  Business Response

  Date: 09/30/2022

  I will have the service manager call you asap to fix this issue!

  sorry for the inconvenience!

  best 

  *********;

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 Kia ***** The car started making a noise I took the car back to the ********** that I purchased it from. They advised me that I should take my car to a Kia ********** because there was a recall on it. I was unaware at the time that my car had a recall. I called and made an appointment to take my car to the Kia ********** in ************ *******. The ********** in ************ called me the next day to inform me that they were not going to honor the recall because I did not bring my car into the ********** in a timely manner however I was unaware there was even a recall on my car. There was no way for me to have known of a recall that required immediate attention, when I was never notified of the recall. The ********** in ************ advised me that the engine would need to be replaced however they were not going to honor the recall so my car would not be fixed. When I initially took my car to the ********** and they advised me of the recall they told me that it would be fixed under the recall however once they found out the engine needed to be replaced they then recanted on their word. From what I understand recalls on vehicles do not expire . I need someone to help me resolve this issue and get my car fixed as I am currently without a car. I spoke with the Federal trade commission and was advised that the Kia ********** had to honor the recall however they still refuse.

  Business Response

  Date: 09/08/2022

  The customer needs to contact Kia ******** affairs to establish a case with them. We only do what the factory tells us to do.