Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  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.

  In February 2024, my 2018 *** ****** was stolen due to the well-known *** anti-theft issue. After it was recovered, I brought it to Nalley Kia in ********, ** for repairs. They had the car in their care for 106 days. At no point did they install the *** anti-theft software update, and they never informed me that it wasnt done. I assumed it had been handled during that long service ********* 2025, my vehicle was stolen a third time. This theft could have been prevented had the anti-theft software been installed when the dealership had it the year before. As a result of the theft, my engine seized. *** has now denied my warranty claim, stating the damage was due to outside influence from the theft.Whats frustrating is that the theft and now the engine damage could have been prevented if Nalley Kia had done what was expected during the previous repair. Their failure to install the anti-theft update when they had the chance is a key part of this issue.On top of that, *****, the service supervisor, was dismissive and unprofessional during my interactions. *** since filed complaints with *** Corporate, the Georgia Attorney General, and BBB Auto ******** Im left with a car I cant drive, denied warranty coverage, and thousands in losses all stemming from the dealerships failure to act when they had the opportunity.

  

  Business Response

  Date: 06/14/2025

  When the vehicle was previously stolen last year, the vehicle was repaired at Nalley Collision. The first time with vehicle has been at the service center was during this incident on 05/8/25. The vehicle was declined by *** warranty extension due to the vehicle engine damage occurring after theft. Her extended warranty is expired by mileage. The extended warranty company also stated that insurance company would need to contacted. Ms ******* is well aware that this is an insurance claim, however she doesn't have full coverage. ************ stated the guest can pay for repairs or file insurance claim. 

  Customer Answer

  Date: 06/14/2025

  Kias response is not only incomplete but continues to demonstrate the same dismissiveness and lack of empathy that Ive experienced throughout this entire process.
  
  
  After the second theft, my vehicle was dropped off at Nalley Kia not directly at Nalley Collision. While the body repairs may have later been assigned to Nalley Collision, the vehicle was first in Nalley Kias service department, under their care and responsibility. They had my car for months and failed to install the anti-theft software that *** made available due to the nationwide surge in thefts. That update could have prevented the third theft, which ultimately caused my engine to seize.
  
  
  Who handled which part of the repair internally is not my concern the vehicle was at Nalley Kia, and they were fully aware of both the theft history and the available software update. Their failure to act is clear negligence.
  
  
  Kia is now denying responsibility, citing outside influence from theft while completely ignoring that the third theft was preventable had Nalley Kia properly addressed the issue during the previous visit. I only had liability insurance, which makes it even more critical that the dealership had done everything possible to protect my vehicle while it was in their possession.
  
  
  To further show their failure, Ive attached invoices confirming that the anti-theft software was never installed, even though the ignition switch was replaced after the second theft. That same ignition switch had to be replaced again after the third theft, indicating it wasnt properly addressed the first time. This proves the work was not done thoroughly or correctly and the lack of action directly led to additional damage and cost.
  
  
  Kias continued refusal to take accountability, paired with the cold and condescending treatment Ive received from Nalley Kia, especially ***** in service and **** the *** shows a pattern of neglect, poor communication, and complete lack of empathy for what Ive gone through.
  
  
  I stand by my request for full engine repair, installation of the anti-theft software, and a resolution that reflects Kias failure to act when they had the chance.
  
  

  

  Business Response

  Date: 06/15/2025

  The invoice attached is from Nalley Collision. Not Nalley Kia. Vehicle may have been delivered to Nalley Kia however no work was performed at the dealership. 
  

  As frustrating as this maybe Nalley Kia and Nalley Collision are not intertwined. Your vehicle was not service at the service center. The **************** completed the needed repairs. We are under the same company but work independently from each other.

   Completely the recall requires the guest servicing at the dealership. Your vehicle was handled like any another. The warranty was denied by *** the manufacturer and not a dealership level. 

• Initial Complaint

  Date:05/09/2025

  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.

  After having vehicle serviced at dealership i noticed damage. There were several other cars of the same make and model as mine that also had simialr damages. The manager of the service ***** ****, was notified and was to escalate the issue to another manager. I have sent a certified letter with damages and cost of repair but have not had any response. I would like to find resolution of this out of court.

  

  Business Response

  Date: 05/12/2025

  After speaking with your advisor she stated at no time did anyone state there was any damage too any car, also we are not responsible for any vehicle left on our lot.  we also looked at our cameras and did not see anything at all.

• Initial Complaint

  Date:04/30/2025

  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.

  Hi, my name is ****** *****. I purchased a 2020 *** ******* S from Nalley ******* in June 2024. The vehicle, when i purchased it had approximately ****** miles on it: now it has around ****** miles. I also purchased an extended powertrain warranty..On March 6, 2025, my engine blew unexpectedly. When I contacted the dealership, they demanded $3000 for a teardown before even initiating a warranty claim on top of charging me a diagnostic fee when they did nothing to the vehicle because they already knew before the (diagnostic)that the motor was blown because i told them. I was unable to afford a **************************************************************************************************************************** thus far.THese set of unfortunate events cause me to have to have the car towed back to my home where i then notice my car was damaged when i got it back. Could you imagine me calling this dealership back about damages, again i mean this just seems like bad faith dealership behavior to **** believe this is a breach of my warranty rights and lemon laws

  

  Business Response

  Date: 05/01/2025

  ** THE CAR WAS NOT PURCHASED FROM NALLEY KIA .

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23270608
  
  I am rejecting this response because:Hi, thank you for forwarding the dealerships response. Unfortunately, I do not find it satisfactory.
  Nalley Kias response The car was not purchased from Nalley Kia does not address the actual issue I raised in my complaint.
  While it is true that I purchased the vehicle from Nalley *******, both Nalley ******* and Nalley Kia operate under the same parent company (Nalley Automotive Group). More importantly, I brought my vehicle to Nalley Kia as a certified *** dealership to process a manufacturer powertrain warranty claim.
  The manufacturers warranty does not require the vehicle to be purchased from a specific dealer. Certified *** dealerships are expected to honor ***s warranty obligations, regardless of which dealership sold the car. Refusing to initiate a claim and demanding an excessive $3,000 teardown fee before honoring the warranty is unacceptable and contrary to warranty practices.
  My issue is not about where the car was purchased, but about how Nalley Kia handled my manufacturer warranty claim which I believe was in bad faith.
  I am requesting the following:
  A full reinvestigation of my denied warranty service.
  That *** ********* and Nalley Kia properly process my claim under the powertrain warranty.
  That I be reimbursed for the diagnostic fee, towing, and be assisted with the engine repair/replacement as covered by warranty.
  Please advise me on how to escalate this to *** directly if BBB cannot assist further. I am also exploring other legal and consumer advocacy options at this time.
  Thank you again for your time.
  Sincerely,
  ****** *****
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/01/2025

  *** CUSTOMER  did not purchase the warranty from us they have to go to ******* to find out why it is not covered that is were the car was purchased we called it in and it was declined  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23270608
  
  I am rejecting this response because:

  Dear BBB,
  Thank you for forwarding the business's second response. Unfortunately, I must again express that I do not find it satisfactory.
  Nalley Kias reply continues to misrepresent and oversimplify the core issue.
  While it is true that the vehicle and extended warranty were purchased at Nalley *******, I brought the vehicle to Nalley Kia a certified *** dealership for evaluation after a manufacturer powertrain failure. I did this because the issue appeared to be covered under ***s manufacturer warranty.
  The dealerships latest message suggests they called in the warranty and it was declined, but no documentation or explanation has been provided to me or the BBB to show:
  What was submitted to *** or the third-party warranty administrator,
  On what basis it was denied, and
  Whether this was an actual claim or just an inquiry.
  More importantly, Nalley Kia originally refused to initiate any formal warranty claim process unless I paid a $3,000 teardown fee which is completely unreasonable and not standard *** manufacturer protocol for diagnosing warranty claims.
  This feels like a bad faith approach to customer service. Instead of assisting with the powertrain claim or providing proper documentation for any denial, Nalley Kia has attempted to deflect responsibility based solely on where the vehicle was purchased which is irrelevant when a certified dealership is asked to process a manufacturer warranty claim.
  This issue is not resolved, and I am actively working with *** Corporate Case#******** to investigate how this was handled. I would appreciate BBB keeping this complaint open while I continue pursuing a resolution through the manufacturer directly.
  Sincerely,
  ****** *****
  
  
  
  
  

• 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 am not sure what or where the problem lies with *** however it appears to be a service issue between the app and when service is actually needed. At 4769 miles, I took my 2024 KIA ********* to Nalley Kia at ******************************************************** for an oil change, and at 8k miles, I received a notification via email and app that the 8k service was due. When I took my car back to the same location for service with 8063 miles, I was charged for another oil change. I asked the representative about this charge, and she said it was included in the service. ****** *******, the service adviser on both occasions, should have checked the vehicle's history before charging me for an oil that wasn't needed. Being an owner of a brand new car, I expect better service from ***

  

  Business Response

  Date: 04/30/2025

  ** Will reimburse customer for the misunderstanding

  Customer Answer

  Date: 04/30/2025

   
  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:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new Kia ******* SX prestige on 05/13/2024. Car has numerous unsolved issues, dealership will not call back to resolve issues. Car has been in the shop twice since purchase, with not all issues resolved. Supposedly still waiting for parts and in cue for a loaner car since 08/19/2024.Have filed official complaint with *** corporate without any response back.List of issues since purchasing the vehicle :1. Car towed 05/31/24 with 340 miles on it - seat pinned to wheel in forward most position while driving, unable to continue use of car 2. Reported no Car horn -Aug 19th waiting list for loaner car - continued to call the dealership due to safety issue with car not having a horn, not able to solve until 11/09/24 3. Nalley Kia repaired horn 11/09/24 / waiting for parts for new seat due to wiring issues and door handle auto locks not functioning -waiting for parts / paid for oil change 4. 11/11/24 low oil alert / required oil to be added in an other shop ( Kia ***** add enough )5. 12/7 4 alerts - driver assistance not functional 6. 12/8 dash alerts - driver assistance not functional 7. 03/24 no rear lights when backing up 8. 03/25 Seat adjusted itself and locked in almost full forward position when starting car , will not move - current mileage 6694 mi

  

  Business Response

  Date: 03/26/2025

  GM CAR HAS NOT BEEN HERE SINCE 11-14-2024, **** WAS WORKING WHEN CUSTOMER LEFT. WOULD BE HAPPY TO LOOK AT THE CAR AGAIN. 

• Initial Complaint

  Date:03/24/2025

  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.

  On March 15, 2025, I took my 2014 Kia ****** EX vehicle to Nalley Kia for an oil change and spark plugs replacement, as previously recommended in December 2024. At the time of service, my vehicle displayed no check engine lights, nor was it running rough. However, after leaving the dealership and driving approximately three miles, my vehicle suddenly stopped accelerating. I immediately contacted the dealership to address the issue. Upon inspection, the dealership informed me that the vehicle now required a manifold replacement and four fuel injectors, with an estimated repair cost of $1,800. Given that my vehicle was functioning properly prior to their service, I strongly believe the dealership's work directly contributed to the failure. Additionally, in May 2024, the same dealership replaced my vehicle's catalytic converter and muffler system. The issues that arose after the March 2025 service are especially concerning given the prior work that was completed on my vehicle. When I returned to discuss the situation, I spoke with the service manager and the general manager. However, I was deeply disappointed by the unprofessional and dismissive behavior I encountered. I overheard a conversation indicating that a decision to deny accountability had already been made before even speaking with me. Additionally, the dealership offered to tow my car back home, despite the fact that I drove it there without any issues. I respectfully request that Nalley Kia be held accountable for the damages to my vehicle and the associated costs of repairs. I believe the dealerships lack of responsibility and professionalism in this matter merits immediate attention. I appreciate your time and assistance in addressing this issue, and I look forward to your response. Please feel free to contact me should you require any additional information.

  

  Business Response

  Date: 03/25/2025

  ** CUSTOMER DECLINED RECOMMED WORK 3 MONTHS PRIOR, CAME BACK 3 MONTHS LATER NOW SHE HAS ISSUES WITH HER CAR.  

  Customer Answer

  Date: 03/25/2025

  
  **Dear BBB Representative,**
  
  Thank you for providing the dealerships response regarding the issues with my vehicle and the service performed at Nalley Kia, Stonecrest, **. I appreciate the opportunity to clarify the matter further.
  
  While I understand the dealerships position that recommended work was declined three months prior, I must emphasize that my vehicle was functioning properly when I brought it in for an oil change and spark plug replacement on March 15, 2025. There were no warning lights, no signs of rough operation, and the car drove smoothly to the dealership. At no point did the dealership indicate that the issues they are now citingmanifold replacement and fuel injector failurewere urgent concerns during my earlier visit or on March 15, 2025.
  
  After the service, my vehicle suddenly stopped accelerating less than three miles from the dealership, a clear indication that the service performed had a direct impact on my vehicle's functionality. The dealership claims that I declined recommended repairs months ago; however, those issues were not present at the time of service in March. Furthermore, the unprofessional conduct I encountered when discussing these concerns reinforces my belief that the dealership is unwilling to take accountability for their actions.
  
  I respectfully request that Nalley Kia be held responsible for the failure of my vehicle and the associated repair costs of $1,800, as the issues directly followed their service. I hope this additional information assists the BBB in reviewing the matter and ensuring a fair resolution.
  
  Thank you for your time and consideration.
  
  Sincerely,  
  ****** ******

  

  Business Response

  Date: 04/03/2025

  CUSTOMER REFUSED RECOMENED WORK THREE MONTHS PRIOR TOO CAR NOW HAVING ISSUES.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23111239
  
  I am rejecting this response because:

   I am writing to provide further clarification regarding the issues with my vehicle and ***** handling of the matter.  
  
  Prior to bringing my car to the *** dealership on 3/15/2025, I experienced none of the warning signs their master technician indicates would lead to a catalytic converter or manifold issue. There was no sulfuric "egg smell," no check engine light illuminated, and no poor performance. My visit to the dealership was solely for regular maintenance, and I had no complaints or problems with the vehicle prior to their work.  
  
  This dealership has been my trusted service provider since I purchased the car. They performed multi-point inspections during each visit but never identified or communicated any existing issues regarding the manifold, fuel injectors, or catalytic converter prior to the 3/15/2025 service. Furthermore, after the spark plug and oil change service, I was able to leave the dealership without any mention of pre-existing conditions.  
  
  I would also like to note that the dealership previously replaced a catalytic converter, muffler, and exhaust systemall components directly connected to the parts they now claim have failed. This raises concerns about the reliability of their assessments and the potential impact of their prior work on the vehicles current issues.  
  
  After my vehicle stalled less than three miles from the dealership, *** initially attributed the problem to the manifold and fuel injectors, quoting over $1,800 for repairs. After keeping the car for over two weeks, they revised their diagnosis and are now stating the issue is with the catalytic converter, with an estimated cost of nearly $7,000.  
  
  The shifting diagnoses, escalating costs, and lack of clear communication have been incredibly stressful and inconvenient. I believe *** should provide a transparent explanation regarding the discrepancies in their assessments and repair recommendations, as well as consideration for the financial burden and inconvenience caused by this situation.  
  
  Thank you for your assistance in mediating this matter.  
  
  Sincerely,  
  ****** ******  
  

  

  Business Response

  Date: 04/09/2025

  The guest received the recommendation of spark plugs back in December. Returned in March to complete the repairs resulting in additional items needed. The total cost of the repairs are approximately $3083. We adjusted the cost of the cat to 525 plus labor creating a savings of approximately 2k. We have also assisted in the labor and providing a rental vehicle at no additional charge. 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23111239
  
  I am rejecting this response because:
  

  I am writing to further clarify the events surrounding my case and address ***** recent statement.  

  
  I want to emphasize that prior to bringing my car to the *** dealership on March 15, 2025, for routine maintenance and a spark plug change, there were absolutely no issues with my vehicle. There were no warning signs of any kindno "egg smell," no check engine light, no poor performance, or any other indication of potential problems. My sole reason for visiting the dealership was to complete regular maintenance.  
  
  However, less than three miles after leaving the dealership, my car stalled. This occurred immediately following the work performed on my vehicle. The dealership initially attributed this issue to the manifold and fuel injectors, quoting over $1,800 for repairs. After two weeks in their possession, *** revised their diagnosis and stated the catalytic converter was the issue adjusting to close to $7000 .   
  

  Moreover, I want to highlight that *** offered a non-OEM catalytic converter as part of their proposed solution. While this may have lowered costs, it raises concerns about the long-term performance and reliability of my vehicle. I believe its essential to ensure that any replacement parts meet the required standards for quality and compatibility.  
  
  The shifting diagnoses and escalating costs have raised serious concerns. Furthermore, this dealership has regularly serviced my vehicle since its purchase, performing multi-point inspections during each visit. If there had been pre-existing issues with the manifold, fuel injectors, or catalytic converter, they should have been identified and communicated during prior inspectionsor at the very least during the March 15, 2025, service. The fact that I was able to drive away from the dealership without any warning of these alleged problems further underscores this inconsistency.  
  
  It is also important to note that there is no valid proof the dealership conducted a test drive of my vehicle after the repairs were completed and before I left the premises. This raises significant doubts about whether the work was properly inspected and confirmed to be satisfactory.  
  
  Additionally, ***s response attempts to deflect responsibility by suggesting that my decision not to replace the spark plugs in December contributed to the current issue. However, they cannot make this connection with certainty. There is no evidence to support that delaying the spark plug replacement caused the problems with the manifold, fuel injectors, or catalytic converter. What is indisputable is the direct connection between their work on my vehicle on March 15, 2025, and the car stalling less than three miles later. Furthermore, if the spark plugs were truly the root cause, why did the failure occur immediately after they replaced the spark plugs, and not at any point prior to the service?
  
  Finally, this same dealership previously replaced components such as the catalytic converter, muffler, and exhaust system. Given this history, I am questioning whether the current issues are related to the quality of their past repairs.  
  
  I respectfully request a transparent explanation of the conflicting diagnoses, as well as a resolution that considers the financial and emotional strain caused by this situation.   
  
  Thank you for your continued assistance.  
  
  Sincerely,  
  ****** ******  
  
  
  

• Initial Complaint

  Date:03/20/2025

  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.

  On March 12, 2025, I purchased a 2019 Nissan Rogue from Nalley Kia. I signed a Vehicle Buyers Order and paid a down payment of $267.37. The Buyers Order listed *************** (***) as the lienholder, meaning financing was expected through ****However, Nalley Kia failed to submit the required financing paperwork to ***, preventing loan funding. *** has confirmed they never received any financing documentation from the **************************, the dealership is coercing me to sign new financing documents or return the vehicle under threat of repossession. These actions are unlawful because:? No Retail Installment Sales Contract (RISC) was signed at the time of purchase.? The Buyers Order states financing is conditional if any, meaning financing was NOT a mandatory condition unless a separate RISC was executed.? **** Dealer Agreement required Nalley Kia to submit a RISC to fund the loan, which they failed to do.? Under Georgia law (O.C.G.A. 11-9-609), a dealer cannot repossess a vehicle unless a valid financing contract ************************* Business Practices ? Failure to process financing through *** as required by their Dealer Agreement.? Threatening wrongful repossession despite no valid financing contract.? Harassing phone calls, voicemails, and text messages coercing me to sign new documents.? Falsely claiming that I must return the vehicle or it will be reported stolen.Relevant Legal Cases Supporting My Complaint ? ****** *. ********************, 200 Ga. App. 57 (1991) A dealer cannot enforce post-sale financing conditions that were not executed at the time of purchase.? O.C.G.A. 10-1-393 Georgia Fair Business Practices Act Prohibits deceptive sales tactics and coercion in auto transactions.? O.C.G.A. 11-2-401 Transfer of Title Law States that ownership transfers upon delivery unless explicitly stated otherwise in a signed contract.

  

  Business Response

  Date: 03/21/2025

  CUSTOMER BROUGHT IN A BANK CHECK ,THE BANK WILL NOT HONOR THE CHECK IF THE CUSTOMER DOES NOT SIGN FORMS AT WHICH TIME SHE HAS REFUSED TO DO THE BANK WILL NOT HONOR THE CHECK.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23096093
  
    and the ********************************. Nalley Kias deceptive sales practices will be addressed by multiple enforcement agencies.
  
  
  Formal Demand for Immediate Resolution
  
  
  Given these facts, I formally reject Nalley Kias response and demand the following:
  1. Nalley Kia must immediately cease all threats of contract cancellation or repossession.
  2. They must provide a written acknowledgment that I am the lawful owner of the vehicle and that financing issues are their responsibility.
  3. Any required documentation must be sent for review via email or mailNOT unreasonable in-person demands under duress.
  
  
  I formally reject Nalley Kias response as factually and legally insufficient to justify their claim that the bank will not honor the check or that they can unilaterally cancel the contract.
  
  
  Their response is not supported by any evidence and is directly contradicted by text messages from their own employees.
  
  
  1. Nalley Kias ******************************* Approval
  
  
  I have text messages from two Nalley Kia representatives confirming:
  ? *************** had approved my financing.
  ? The dealership had the approval in their system and only needed to submit documentation.
  ? My financing was never denied, nor was I informed at the time of sale that I needed to return to sign more paperwork.
  
  
  Despite this, they are falsely claiming that the bank will not honor the checkyet they have provided zero documentation from *************** to support this statement.
  
  
  2. The Burden of Proof Is on Nalley Kia, Not Me
  
  
  If the dealership claims that *************** declined the loan, they must provide:
  ? Written proof from *************** confirming that they declined funding.
  ? A legal basis for demanding additional signatures under threat of repossession.
  
  
  They have provided neither.
  
  
  3. The Retail Installment Sales Contract Was Their Responsibility, Not Mine
  My Buyers Order lists *************** as the lienholder with a $17,100 balance due, consistent with my pre-approved and finalized financing.
  The Retail Installment Contract (RISC) was their responsibility to complete before consummation.
  The Buyers Order says Retail Installment Contract (if any)which shows it was not required at the time of signing.
  
  
  Any missing paperwork is their mistake, not mine.
  
  
  4. This Is an Illegal Yo-Yo Sale
  
  
  ? O.C.G.A. 10-1-393.5 prohibits deceptive practices in vehicle sales.
  ? The *** considers Yo-Yo sales deceptive and unlawfula dealership cannot deliver a vehicle under a finalized sale and then later demand additional signatures under threat of repossession.
  ? The Buyers Order and financing documents show I met all my obligations. The dealership failed in their duty to properly process the contract.
  
  
  5. Nalley Kia Is Already Under Regulatory Scrutiny
  
  
  This matter is under active review by the **** CFPB, and the *********************************
  
  
  Formal Demand for Immediate Resolution
  
  
  I formally reject Nalley Kias response and demand:
  1. Immediate cessation of all threats of contract cancellation or repossession.
  2. Written acknowledgment that I am the lawful owner of the vehicle.
  3. Any required documentation must be sent for review via email or mailNOT unreasonable in-person demands under duress.
  
  
  Failure to comply will result in further legal and regulatory escalation.
  
  
  I expect written confirmation within seven (7) calendar days.
  
  
  Sincerely,
  ****** *****
  
  
  

  

  Business Response

  Date: 03/21/2025

  *************** which ****** Clark  presented a pre approval to Nalley Kia for the purchase of a  2019 Nissan Rogue on 03-12-2025 was not honored by *************** because they want Ms ***** to sign forms to secure a valid contract which she says she will not do. As of today 03-21-2025 Nalley Kia is owed  $17,367 *** refuses to honor the pre-approval. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23096093
  I am formally rejecting Nalley Kias response for the following reasons:
  
  
  
  1. Misrepresentation of the Transaction & **************** Role
  
  
  Nalley Kias statement falsely claims that *************** refused to honor the financing. This is incorrect.
  I was pre-approved and fully approved by *************** before going to the dealership.
  I followed all required steps, including providing the dealer-specific approval letter from ****************
  The dealership was responsible for submitting the retail installment contract properly so that the bank could release funds.
  The buyers order explicitly listed *************** as the lienholder, showing intent to finance the vehicle.
  
  
  This is a clear case of dealer negligence in processing the financing, not a refusal by the bank.
  
  
  
  
  
  
  2. Nalley Kias Own Failure to Secure Financing
  
  
  The dealership was responsible for ensuring all necessary documents were signed before vehicle delivery.
  Nalley Kia delivered the vehicle to me, accepted my down payment, made sure I insured the vehicle, issued registration, and listed *************** as the lienholder.
  The buyers order states if any regarding the retail installment contract, meaning its necessity was conditional.
  If the contract was necessary, it was the dealerships responsibility to ensure it was signed before the transaction was finalized.
  It is not my legal obligation to fix their administrative failures after the fact.
  
  
  This further demonstrates dealer error, not consumer noncompliance.
  
  
  
  3. Unfair & Deceptive Practices Yo-Yo Financing Tactics
  
  
  Nalley Kias refusal to email or deliver the contract for review before demanding my in-person signature is an unfair business practice.
  I have repeatedly requested to review the contract before signing to ensure that the terms remain unchanged.
  Nalley Kia refused to provide it via email or mail, forcing an unreasonable in-person visit.
  This aligns with Georgias definition of a yo-yo sale, where a dealership initially presents a deal as final, only to later demand changes under threat of repossession.
  
  
  This behavior coerces consumers into signing documents under duress, which is an unfair and deceptive trade practice under Georgia law (O.C.G.A. 10-1-393 et seq.).
  
  
  
  
  
  
  4. Unlawful Threats of Repossession & Contract Cancellation
  
  
  Nalley Kia has no legal grounds to repossess the vehicle or cancel the contract under these circumstances.
  Georgia law (O.C.G.A. 40-3-50) states that a security interest must be properly perfected at the time of sale, which means the dealership assumed responsibility when they delivered the vehicle.
  There is no legally binding contract stating that I must return to the dealership to sign additional documents post-sale.
  Their failure to complete the financing submission process does not invalidate the sale or my legal possession of the vehicle.
  
  
  Threatening to repossess the vehicle under these conditions is an unfair and deceptive trade practice.
  
  
  
  
  
  
  5. Resolution Demand
  
  
  To resolve this matter fairly, Nalley Kia must:
  1. Provide the contract for review via email or delivery so that I may inspect the terms before signing.
  2. Acknowledge their administrative error and cease threats of repossession since the vehicle was lawfully sold and delivered.
  3. If Nalley Kia insists on contract cancellation, they must unwind the transaction properly by formally notifying me of the cancellation and reimbursing all associated costs.
  
  
  If these reasonable demands are not met, I will escalate my complaint to state and federal regulatory agencies for unfair business practices and consumer rights violations.
  
  
  Sincerely,
  ****** *****
  

• Initial Complaint

  Date:03/20/2025

  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 originally went into the establishment to get an oil change, I was told it was oil leaking from the engine. I scheduled a diagnostic test which I thought would covered by the warranty. I had to leave the vehicle there for the work to be done, I got a call from my sales advisor saying that it was not covered under warranty and I have to pt out of pocket. I few weeks went by I called my warranty to have them explain to me why it was not covered. My warranty told me that it was not covered because the car was in a major accident. I only had the car for 3 months I didnt know of an accident. I called my sales advisor and he finally told me why the warranty wouldnt cover the damages. I asked him for documentation on how they would know if the car was in an accident. They couldnt provide any invoice saying that. All I want is documentation of the accident which they found in there system. Ive been calling everything nothing has be solved

  

  Business Response

  Date: 03/21/2025

  CUSTOMER DID NOT PURCHASE OR SERVICE HER CAR HERE JUST WANTS A CAR FAX WHICH I PROVIDED. 

• Initial Complaint

  Date:02/17/2025

  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.

  On January ******** my 2016 *** ****** was towed to the ************** dealership located in Stonecrest. I was advised at the time that after reviewing my car I would be charged for a diagnostic after that if I chose to fix the car the diagnostic would be absorbed into the total. I received a text message from *** of my issues on the 31 with a total to repair everything of approx 8000. I never authorized *** to repair my car in fact I text back and told her I did not have the money. On February 2 I went to *** to ask if the car is at least running the mechanic was there and he told me it was I once again told the service lady I dont have the money she started removing services and lowered the bill to 3200 when I said I still cant afford it she pointed to Sun credit and said maybe you can try this I told her I cant get any credit. I then asked if I could remove something from my car the mechanic unlocked my door to do so and locked it back when done. I did not have the diagnostic fee so the car remained never did I advise to repair the vehicle. I went to pick my car on February 15 prepared to pay the diagnostic fee and was advised that my car was fixed. I asked who told them to fix the claim I did but I never did there is no paperwork with my signature I never approved anything electronically and when I asked to see any documentation she refused and would not release my car.

  

  Business Response

  Date: 02/17/2025

  customer is fine now customer has her car thanks

• Initial Complaint

  Date:12/04/2024

  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.

  Date of Transaction: Appointment scheduled 11/15/2024 drop-off on 11/15/2024. I brought in for engine light on & oil change Amount Paid to the Business $ *******. What the Business Committed to Provide Nalley Kia was responsible for diagnosing and repairing my fuel injector cord, and doing oil change, I got the repair done for fuel injector, then they told me I need another one repair, after they told i only charge me for (3) fuel injector. But that still didn't fix the problem. Poor communication, try get in contact with service advisor it very hard. After left so many messages. I also try reach out the service manager about my car. When I went try check my oil in my car, come found the latch hook broken. So, I kept come them file complain about this yesterday to let them know that mechanic broken my latch on my car. I call them three time, left message for service manager to call me back. I finely someone call me yesterday, I let them about my concern and issues. If I have emergency about car, I am not able to open my hood. This is very inconvenient for me. They just need do better with communication for client about the car. Thanks

  

  Business Response

  Date: 12/05/2024

  I would be willing to fix the latch I spoke with the technician he stated it was working when he was done with the car.

  Customer Answer

  Date: 12/05/2024

   
  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. I need them repair whole thing about the weekend. 
  
  Sincerely,
  
  Kiaesha *********