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:07/24/2025

  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 07/14/25, my 2017 *** ***** EX experienced difficulties accelerating. There were no dashboard indicators or warning messages. I called Sons Kia in McDonough, **, and the Service Manager told me they could get my car in immediately. Based on this, I had the vehicle towed about 30 miles to their dealership under the pretense that they would begin work right away. I arrived at approximately 2 PM on 07/14/25, and the Service Manager quoted 2448 hours for a multi point inspection.Because I was on a work trip, timing was critical.On 07/15/25, I called Sons Kia at 4 PM and was told they would start looking at my car before closing at 6 PM.On 07/16/25, I called at 9:30 AM and was told they did not know when they could begin servicing the ****** that point I escalated to *** ******** **** and filed an official complaint. *** ******** **** informed me that I should receive a call from a manager at Sons Kia. No call was received. I again called Sons Kia and only then received a copy of the multi point inspection.Inspection Report:Transmission: leaked all fluid out, now gears are sticking $9,870.03 ****** ************* oil low $869.00 Bottom air box $455.77 Brake Job - Rear (Replace **************** Rotors) $325.81 Total quoted repairs: $11,520.61.Major Concerns:I have not been informed of the root cause of these alleged damages.They refuse to explain how all these fluids leaked from my car.I have received preventative maintenance on the vehicle as recommended by ***, as well as frequent oil ********** car has ~******* miles; I changed the oil at ******* miles and had the transmission fluid replaced at a *** dealership at ****** miles as part of ***s recommended ****** mile service.I fear my car may have been damaged while in their care during the inspection process. I also have concerns that price gouging is involved.

  

  Business Response

  Date: 07/25/2025

  Good morning after reviewing the complaint and speaking with Mr. *********** we have committed to further investigating the cause of the transmission failure. Mr. ********** is rightfully frustrated with the situation as based off the service records provided, he maintains his vehicle to high level ensuring he gets all recommended work from *** service centers. We will re-connect this afternoon to further discuss the finding of the further inspection. 

• Initial Complaint

  Date:07/18/2025

  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 November 2nd , 2024 I purchased a Battery and Alternator from Sons Kia in McDonough, ******* . The Total cost for both were $735.07 . I have my Recepits attached from ***s Installment plan they used for me which was a third party company called (****** ). The nature of the dispute is the 2021 *** K5 never worked properly after the battery and alternator were installed . It wouldnt crank and if it did it would take up to ***** times to crank up . *** was provided videos for proof of this occurring and they still never gave me my money back this is ridiculous. I have gone down their almost 20 times total each weekend since this has happened and they still couldnt Diagnose / Fix my car after multiple technicians have looked at it . I even called and got *** ************ involved in this incident and they still couldnt resolve anything . They are telling me that due to the car having over ******* miles on it that it is no longer under warranty anymore . I still purchased this vehicle from *** and this is not rite because the car has a mechanical issue that they couldnt fix . I have my Lemon Law paperwork as well so I feel like they could have switched my car out for me . Since they didnt they need to give me my funds back in return for the battery and the Alternator . Also this has been placed on my credit report as well and it needs to be removed asap because it has bought my credit score down tremendously. Not to mention they stated that the dealership could not provide any type of loaner for me to get back and forth from work . When I asked they said they dont approve or do that because in this past individuals smoke in the loaners and vandalize them . I dont even smoke and this is totally unfair especially when I purchased / financed this vehicle from th em brand new . This car has cut off numerous times in traffic , at the stop lights , and even on the interstate here in ***. I almost got kill when an 18-******* hit me due to my whole car cutting off

  

  Business Response

  Date: 07/18/2025

  Good afternoon after reviewing the complaint and service history of the vehicle, at this time Sons KIA will not be issuing any refunds for the services that were completed. I do see where the vehicle was diagnosed for an issue with the vehicles alternator and the recommendation to replace the part which was done. The vehicle returned to this facility almost 6 months after the alternator was replaced and after driving ***** miles where the vehicle returned, with the concern of vehicle having cranking issues. At that time in March of 2025 the vehicle was diagnosed as needing a new starter motor. This repair was priced out to the customer in which they declined at that time. These issues are failures to different components of the vehicle; the vehicle is outside of the Manufacturer Warranty Period of 5yr/60,000 and the 10yr/100,000 powertrain warranty coverage. With the vehicle being outside the manufacturers warranty and the owner of the vehicle declining to replace the starter there is nothing we can do at this point in time. 

• Initial Complaint

  Date:05/06/2025

  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 brought my car in because it kept shutting off while driving. The dealership diagnosed it as a catalytic converter issue, so I paid out of pocket for the repair. After the replacement, the same issue continued, which showed it was misdiagnosed. I returned the vehicle, and they claimed it was test-driven and found to be fine. They told me it was safe to pick up, but on my way home, the car shut off again on the highwayan extremely dangerous situation. I immediately called them back to report it.A TechLine case was submitted, and I was later informed that warranty coverage was being denied due to signs of sludge in the engine. I was asked to provide oil change records, which I gathered and submitted to show the vehicle has been properly maintained. However, now that *** submitted them, Im being met with confusion, as if no one knows why Im sending them.**** from Kia ********* told me several times that she would escalate the case, contact the district manager, and look into reimbursement for the catalytic converter and the diagnostic fee I paid. She also said she would advocate on my behalf, but Ive heard nothing back. I have to repeatedly call and leave voicemails just to reach her, and when I do, Im given the same vague responses with no progress.When I spoke with Ebony, the service manager, she stated there was nothing in my file regarding oil change records. If the manager is unaware of such an important request, it raises serious concerns about internal communication and whether Im being given accurate and consistent *************** theyre telling me I can pick up my car, even though its clearly unsafe to drive. Ive followed every step and provided everything requested. I simply want my powertrain warranty honored, my engine repaired, and reimbursement for the expenses I incurred due to their misdiagnosis.

  

  Business Response

  Date: 05/14/2025

  Good morning, the TechLine case that you speak of in your complaint is something created with KIAUSA, they tell us (the dealership) what we can and cannot do when it comes to a Warranty Replacement. Your vehicle currently under the 10yr 100,000-mile warranty coverage from *** to exercise that warranty there are requirements that need to be met. One of which is properly maintaining the vehicle with oil changes every 6 months or every ***** miles. As the owner of the vehicle, it is your responsibility not only to ensure the maintenance is done, but it is also your responsibility to keep the records of that work being completed. Not for nothing maam you submitted handwritten oil change records. I have attached a copy of the email we received for maintenance records. *** will except the oil to be changed at a garage or facility that will provide you a printed receipt, showing parts billed and labor being charged as well.  In the event of a catastrophic failure ie:engine failure *** will warranty the failure if you have kept your end and have documents showing the vehicle was properly maintained.  At this time KIAUSA not Sons KIA..*** USA has determined that you have not met those qualifications for them to replace the engine. Your issue is not with Sons KIA, we have done all we can do. If *** would have approved replacing the engine we would have replaced the engine. Unfortunately, they did not approve based off the sludge in the engine and lack of documents provided. There is nothing that I can do here at the dealer level when ******* declines the warranty claim. 

• 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.

  I want to formally report a serious issue regarding the handling of my vehicle at the Kia ********** *************** My car was initially expected to be serviced for only two days, but it ended up being in the service center for two weeks, with no communication or updates from the team during that time. I had to repeatedly reach out myself just to get any information. When I finally did, I was told the issue was the catalytic converter and was quoted $8,288.11 for an engine replacement. However, it quickly became clear that the actual problem was with the engine, not the catalytic converter, and it appears the service center was attempting to push for an engine replacement without fully acknowledging or diagnosing the true issue. Seeking a professional opinion from another automotive shop, I learned that the real problem was not the catalytic converter but an engine misfiresomething the Kia ********** ************** completely overlooked.I was also charged $212 for the diagnosis at **** yet I received poor communication and inaccurate information. What is even more concerning is that I have a powertrain warranty, yet no one at the service center mentioned it or attempted to use it to cover the necessary repairs. This level of negligence and lack of transparency suggests a deliberate attempt to overcharge me for unnecessary repairs.Additionally, I had considerable difficulty contacting the service representative to make the payment for the diagnosis so I could retrieve my vehicle. I had to make several attempts to reach him, which caused further delays in getting my vehicle back.I want this matter fully investigated and expect a response on how the *** ********** ************** intends to address these issues.

  

  Business Response

  Date: 03/24/2025

  Good morning after taking some time to review the claim and talk to all parties involved at the dealership and service department, we have determined that the vehicle came to the Sons KIA Service Facility on 3/1/2025 for a recall and the vehicle running rough and turning off while driving. After completing diagnosis on the vehicle,it was determined that the vehicles catalytic converter is clogged and needs to be replaced. As the vehicle does have the 10yr 100,000-mile powertrain warranty in place, *** does not view the Catalytic Converter as part of the powertrain, as does no other automotive manufacture. The Catalytic Converter is part of the emissions system on the vehicle, not the powertrain. Unfortunately, the emissions warranty on the vehicle is only 8yr ****** miles. When the vehicle arrived to us on 3/1/2025 the vehicle had ****** miles thus outside of the Federal Emissions warranty on the vehicle.
  When the vehicle fault memory was pulled on 3/1/2025 there were no fault codes present in the vehicle pertaining to any misfires.After preforming multiple tests, and test drive attempts, we were able to set misfire faults within the vehicle, it was determined that the misfires were a consequence of the clogged catalytic converter itself. This is why the estimate was to replace the catalytic converter. Not the engine as mentioned in the complaint. The price provided to the replace the catalytic converter was an accurate price based off our sourcing of a new catalytic converter through the *** parts department.
  Further in the complaint it refers to wanting reimbursement for replacing the catalytic converter, the diagnosis charge and tow bill. This shop Sons KIA advised you that the vehicle needs a Catalytic converter, you declined that work here and took the vehicle elsewhere to have the repair that we recommended completed. We will not be participating in any form of reimbursement at this time. 

  Customer Answer

  Date: 03/25/2025

  Dear BBB Representative,
  
  
  I appreciate ***s response regarding my complaint. However, I would like to clarify a few key concerns that remain unresolved.
  
  
  When I brought my vehicle to *** on March 1, 2025, I was initially told that I would receive information about the diagnosis by Tuesday, March 4. However, I did not receive any updates. No one called me or provided any information. I had to continuously call for two weeks before finally getting a response about what was wrong with my vehicle. The lack of communication was extremely frustrating and unprofessional.
  
  
  Additionally, throughout this process, the staff was very rude and unprofessional. They did not seem to care about my concerns or the inconvenience I was experiencing. Instead of providing helpful customer service, I was met with dismissive attitudes and poor communication, making the situation even more stressful.
  
  
  Once I was finally informed, I was told by ******** in the service department that replacing the catalytic converter would resolve all the issues my vehicle was experiencing, including running rough and shutting off while driving. I trusted ***s diagnosis and proceeded accordingly.
  
  
  Additionally, Prince, a salesperson at ***, expressed that the quoted price for the catalytic converter did not sound correct. He even referred me to a muffler shop that *** employees frequently deal with, which offered a significantly lower price than what *** was charging. Due to financial constraints, I took the vehicle to this recommended shop and had the catalytic converter replaced based on ***s diagnosis.
  
  
  Despite completing the recommended repair, my vehicle is still experiencing the same issues, which raises serious concerns about the accuracy of ***s diagnosis. This leads me to believe that the problem may be related to the engine, not just the catalytic converter. I have never heard of a clogged catalytic converter causing a vehicle to shut off completely while driving, as mine does. Furthermore, I have never had any issues passing emissions, which further raises doubts about whether the catalytic converter was truly the cause of the problem.
  
  
  In rebuttal to ***s response, you claim there were no misfire codes present in the vehicles memory. However, after a test drive was performed by your dealership, misfires were detected. Those misfires were interpreted as a catalytic converter issue. Typically, misfires are indicative of an engine problem. I am simply challenging the diagnosis of my vehicle. My vehicle was clearly misdiagnosed, and I deserve an opportunity for quality service recovery instead of being mistreated, overlooked, and misled.
  
  
  When I called *** back to inform them that I was still having the same issue, ******** stated that he would look at my vehicle again at no charge. However, getting my car back to the dealership would be a challenge for me at this time, as it would require a tow, which is an added financial burden. The risk of attempting to drive it there in its current condition is also concerning.
  
  
  In addition to addressing my vehicles misdiagnosis, I am requesting further investigation into the pricing of the catalytic converter for my vehicle, the overall customer service at this location, and the way they treat their clients. I also request an investigation into the service department staff and their handling of customer concerns.
  
  
  Given these circumstances, I believe *** misdiagnosed the issue, which led me to spend money on a repair that did not fix the actual problem. At the very least, *** should take responsibility for re-evaluating the vehicles true issue, as I followed their professional recommendation in good faith.
  
  
  I would appreciate further review of this matter and a fair resolution.
  
  
  Sincerely,
  KeAyoinna ********
  
  

  

  Business Response

  Date: 03/25/2025

  Thank you for taking the time to review our response and respond back. We are more than willing to take another look at your vehicle, and I am willing to cover the tow of the vehicle back into the shop to ensure you don't experience any additional charges getting the vehicle here. Once here we will re-diagnose the vehicle,should there be a failure present that is covered under the current powertrain warranty then we will proceed with the needed repair under said warranty. 
  We are more than willing to provide the part number and pricing for the Catalytic converter that you were quoted. I agree the price for the component is surprisingly high but unfortunately that is the dealer pricing on the part.
  A clogged catalytic converter can cause a vehicle to shut down or stall while driving, A clogged or restricted Catalytic converter can cause excessive back pressure in the exhaust system, leading to reduced power, poor fuel economy and stalling of vehicle.
  We would like this to come to an amicable resolution between both parties, we are willing to tow the vehicle back into the service center. Diagnose the vehicle for the current rough running issue, verify if the needed repair is covered under the vehicles,current and active 10yr ******* mile powertrain warranty. If it is covered fantastic *** will take care of whats needed. Should it not be covered, we can discuss and come to a resolution that works for both parties involved. 

  Customer Answer

  Date: 03/31/2025

  Thank you for your willingness to re-evaluate my vehicle and cover the towing costs. I appreciate the opportunity to have it re-diagnosed and to confirm whether the issue falls under the 10-year/100,000-mile powertrain warranty.
  
  
  Please proceed with arranging the tow, and let me know the next steps, including scheduling and any paperwork required. Additionally, I would like to receive the part number and pricing details for the catalytic converter as mentioned.
  
  
  I look forward to working toward a resolution and appreciate your assistance.
  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23104124
  
  I am rejecting this response because: Thank you for your willingness to re-evaluate my vehicle and cover the towing costs. I appreciate the opportunity to have it re-diagnosed and to confirm whether the issue falls under the 10-year/100,000-mile powertrain warranty.
  
  
  Please proceed with arranging the tow, and let me know the next steps, including scheduling and any paperwork required. Additionally, I would like to receive the part number and pricing details for the catalytic converter as mentioned.
  
  
  I look forward to working toward a resolution and appreciate your assistance.
  
  Sincerely,
  
  Keayoinna ********

  

  Business Response

  Date: 04/01/2025

  Thank you for the response, I will get the requested parts information over to you. And I will have Ebony the Service Manager reach out to set up towing the vehicle back in so we can take an additional look at the car. Thank you. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23104124
  
  I am rejecting this response because:

  
  This is a follow-up to my original complaint and ***s most recent response stating that they would tow my vehicle at no cost. On Wednesday, my vehicle was picked up by Tick Tock Tow Truck, and I received confirmation that it had been checked in at the dealership. The following day, I contacted the service department to confirm when I might receive an update and was told that I should expect one by Monday.
  
  
  By Friday, I received a call from a representative I believe is named Kamir. After the new diagnosis, he informed me, ********** your car is readywe found nothing wrong. This was immediately concerning to me because I had clearly explained that the vehicle was cutting off while driving. When I asked for clarification, Kamir stated that he personally drove the vehicle up to 10 miles, and it did not cut off. He also said the car didnt sound unusual and actually sounded perfect to him. He acknowledged a few recommended maintenance items, like a tune-up, but assured me that none of them should cause the issue I described.
  
  
  Although I was uneasy about this conclusion, I had no choice but to rely on his professional judgment. I paid for a Lyft to get to the dealership after work and picked up my vehicle.
  
  
  While speaking with Kamir in person, he repeated that the car was functioning fine and again recommended a tune-up. I explained that I had already completed a recent tune-up using parts from ******** that matched the manufacturers specifications. He responded that it may be because the parts werent OEM, but also stated that this should not cause the car to cut off.
  
  
  He also recommended a 90,000-mile service, which had not been mentioned in the original diagnostic. When I asked why this wasnt brought up earlier, he explained that it includes maintenance related to the catalytic converter. However, he clearly stated that this service is not related to the car cutting off and they were still not able to identify what was causing that issue.
  
  
  What makes this situation even more upsetting is that during the very first diagnosis, I was told by *** that the catalytic converter was the reason my car was cutting off. Based on that information, I had the catalytic converter replaced, and I was told that would solve the issue. Now, after bringing the car back in for a second diagnosis, Ive been told the catalytic converter is in good conditionbut they still cant explain why the car is cutting off. This back-and-forth is extremely frustrating. First, they say one thing and then completely change it. As a customer, thats unacceptable.
  
  
  I drove the vehicle home, and unfortunately, during that short trip, it began to run roughly and cut off three separate timesexhibiting the same problem I initially brought it in for. When I got home and parked the car, I also noticed a burning smell coming from under the hood. That added to my concern, because I had just been told everything was fine. I called the dealership immediately but was sent to voicemail. I requested to speak directly with Kamir, and the service representative said she would have him call me back. Instead, I received a call from a supervisor named ****.
  
  
  I explained to **** that I had just picked up the car and was still experiencing the same issue. He began asking me questions I had already answered during previous visits, which was frustrating. He then told me that they would now need to do a deeper diagnostic, which left me confused. I had already paid $200 for a diagnostic, and this was the second time the vehicle had been brought in. Why would it now require a more in-depth diagnostic?
  
  
  This ongoing issue is taking a toll on me both emotionally and financially. I trusted *** because they are experts on their own vehicles. I expect them to take these concerns seriously and to get to the root of the problemespecially when it involves a safety issue like the car shutting off while driving.
  
  
  What concerns me the most is that I was told my car was in good condition and safe to drive, and yet it is still cutting off unexpectedly and now has a burning smell. I believe this is a very dangerous situationnot only for me and my family, but for other drivers on the road as well. I am extremely uncomfortable and afraid to keep driving a vehicle that could cut off at any time.
  
  
  I am a single mother with a young child. I rely on this vehicle every day to get my child to school, to extracurricular activities, to the grocery store, and to get myself to work. This isnt just a matter of conveniencethis is about safety, stability, and my ability to provide for my child. Every day this issue remains unresolved is another day Im forced to take unnecessary risks on the road. It has placed an enormous amount of stress on my household and has disrupted our lives in ways that no family should have to endure, especially after trusting professionals to handle the issue properly.
  
  
  I was also told the vehicle would be towed back on Saturday and that someone named Ebony would follow up with me. She never called, so I followed up myself. When I reached her, she had no idea what I was referring to. *** had to explain my situation repeatedly to different employees, despite there being documentation, service notes, and even an open BBB complaint.
  
  
  I am not a mechanicI rely on *********************** to be thorough and accurate. I simply want my vehicle to run properly. I want to be able to drive safely without worrying if the car is going to cut off in traffic. So far, Ive received inconsistent answers, repeated promises with no follow-through, and no clear explanation for the issue. At this point, I just want an honest and thorough resolution. This situation has gone on too long and continues to impact my life in very real ways.
  
  
  Sincerely,
  
  Keayoinna ********

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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 charged significantly more than the original estimate. The original quote estimate was $190 for diagnostics and $172.50 for the a/c recharge. My husband paid and brought home the receipt, and we were charged $533.38 (before the before card surcharge) instead of the $362.50 included in the estimate. That's over $170 more than the estimate. At no time did Sons contact me to say the price had changed. We were charged $289.43 instead of $172.50 for the a/c recharge. Also, we were charged $49.95 for shop supplies, and the estimate does not say anywhere that shop supplies are not included in the estimate. Charging me 47% more than the estimate and failing to include all charges in the estimate is not acceptable.

  

  Business Response

  Date: 03/07/2025

  looking over the paperwork, the customer was over charged versus what the estimate that was provided totaled. Customer will be refunded the difference. I have called the customer and left a voicemail for the customer to call me back so that we can arraigned the issue the refund in the customer preferred way check or credit card. 

• Initial Complaint

  Date:02/04/2025

  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.

  On January 29th without any warning my car shut off as I was driving to school going ********************************************************************************************************************** the vehicle panel lit up I sat for 10 seconds and powered the car back up abd it begins to run again but then there was a light knocking sound. I took it to pep boys who put my car on their machine only to tell me that the engine was going out and that *** has a history of having bad engines on certain models and timeframes and at a little over ****** miles there was no way I should have engine troubles so soon I am just learning about to lawsuit *** has had on some of its vehicles so I missed the dealine to apply for it. Now *** wants me to pull everytime I've had an oil change in an effort to not fix their faulty vehicle and find me at fault somehow but this is absolutely ridiculous I have only had the car for 4 years and now they are trying to charge me ****** dollars for an engine replace. My vehicle has already had a few recalls for faulty fuel lines on top of other things wrong with it I'm being told their is no powertrain warranty when I was under the impression all **** have a powertrain warranty I am without a car and now struggling to get to school and care for my two babies

  

  Business Response

  Date: 02/13/2025

  Good morning after reviewing all documents, Mrs. ******* brought the vehicle to Sons KIA on 1/29/2025 with the concern of: Customer states the check engine light is flashing and the vehicle is knocking, please check and advise. After looking over Mrs. ********* vehicle it was determined that the knocking noise heard was an internal failure to the engine. After reviewing the warranty information on the vehicle provided by *** the vehicle is outside of its main powertrain warranty that is provided by ***. This warranty is 5yr or ****** miles whichever comes first. The vehicle currently has ****** miles, thus over the mileage expiration. We have checked further to confirm that there are no active recalls related to the engine and there are no active warranty extensions on the engine provided by *** at this time. Due to this we at the dealer are left with very limited options, we can attempt to provide a discount on the repair to help the customer, but this will still require a large amount of money out of pocket from the customer.  Should the customer want the engine replaced in full and have *** cover the motor replacement then they will need to reach out to *** Customer Relations and start a case with them. We are customer advocates and will work with *** to get the engine replaced by supplying any requested information and documentation to assist in that approval process, but the owner of the vehicle must start the case. The number to *** Customer Relations: *************

  Customer Answer

  Date: 02/15/2025

   
  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. I will go forward with filing a complaint with the right department.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/24/2024

  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.

  I have been in contact with 4 different individuals from this company and no one can seem to be able to help me. I am requesting documentation that supports Sons Kia decision to only return $955 of the 1800 of an extended policy. It doesn't not align with my understanding of what is owed to me. As yo9u see in the email I'm trying to get an understanding of how they got to that amount. Once the documentation can be provided we can determine the remaining balance that is owed to me if any. Initial ****** ****** was supposed to cancel my extended warranty and my ************** Instead of doing both he only canceled the extended warranty. It took weeks to hear back and it wasn't until I call and requested a manager. At the time I requested a manager it was found that he had not yet submitted either and this supervisor pushed to get it done. Once receiving the check I had concerns about the amount and called and left ****** a voicemail after making several calls. I did get a response till I called the store and spoke with someone else who then had him reach back out, ****** then still no finishing the transaction then passed me off to ****** ******* who later also went ghost and never followed up on the email I sent. I then called back and spoke with someone whom's personal email was ***************** and promised to respond from office email. I later followed up yesterday and was told the general manger was on break and would call back. Of course no one called back. I'm not looking for anything other than what I'm owed. I'm requesting documentation that supports the amount refunded to me totaling $955 and change....

  

  Business Response

  Date: 01/08/2025

  I spoke with Ms. ***** and sent her the cancelation break down of her refund on the extended service contract and the ************** Original documents were sent to a misspelled email address. I corrected the email and sent to the correct address. Customer said that was all she was wanted. 

• Initial Complaint

  Date:12/07/2024

  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.

  Horrible customer service, ***** in parts and service is very rude, and came off as racistCant stand white people? (Really???) After trying to get a safety recall service completed, she would not give me the time of day, demanded I call corporate, if I didnt like that. They uncontestedly towed my vehicle, cost me $400 to recover it, due to their poor customer service and care. Very unethical business practices. Has cost me a lot of money,heartache, and headaches. Please investigate this. Thanks ??

  

  Business Response

  Date: 12/09/2024

  Spoke with customer and advised him that we would talk to our employee. We will be having an employee meeting concerning best customer service practices. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 7th I had an appointment w/ ******* to sell my car for $22,000. In which I always sell my car 1st to make extra money before going to a dealer to buy. I called up the Sons Kia to see if the same salesperson I purchased my last *** 3yrs ago was still there (**********) & he was before I go to Carvana. I spk w/ ********** to let him know after I receive my check from Carvana I will be coming to purchase a new ***. ********** told me that I should come directly to *********** would match the price & give me a check for my old car K5 $22,000 price match; he guaranteed me a check! And clearly knew it was not a trade in. I was decieved and fooled by the sale person, who clearly I asked & confirmed 4xs! Before I drove over 60 miles 1 way to make my vehicle purchased. To make a long story short, I end of being at the dearlership 6 to 7 hrs after we already agreed on a deal with car. They end of giving me a truck in which I said not over 30k, the **** said $33k, the price end of changing to $38k, I left with a loaner truck bcz I assume they did not want me to drive my old car & put any miles on car I sold them. Came back again the following wk 9/12. To get my personal belongings out of my car they asked me to leave, but they just didnt want me to sell the car and make money, they wanted to steal it from me and not pay me for the deal they signed off on & agreed. Right now I want my $2200 they owe me from sell of my car they agree to pay the difference to me after my bank was pd 1st. They owe me $70 more for the $426.76 chk to pay the extra car note from the old note and $2200 left from $18,127 owed to pay off the K5. I have a written contract & text messages & emails from the ** **** Peromi that he GUARANTEE & gave me his word he will get me my check & late payment paid. Lastly, I am driving with an expired temp! I need my license plate asap! (10/22/24)/ Nobody has followed up yet. Oh there is more to this story but no more room. The car was never prep. Plastic

  

  Business Response

  Date: 10/28/2024

  Miss ******** did trade in her vehicle with us but failed to give us a free and clear title. She had never went and paid the ad valorem tax on the car she traded. We explained to her that she must go to the tag office and pay her taxes, register the vehicle and then bring us a free and clear title. She knew exactly how much the ad valorem tax was owed. She asked that we go do this on her behalf and take the money to pay the taxes out of the money owed back to her for her perceived equity. We did process this for her. We then refunded her the difference. She has already received the refund. Her tag was also processed and will be mailed to her from her local tax office. There is nothing left that we owe Miss ********.  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22478277
  
  I am rejecting this response because: This is NOT true! All I had to do was buy the car out & get the title in my name. This dealership held my car for 2 weeks before claiming I owe Advelorum taxes. I had never sold my car before and had this problem. 

  They took my car, gave me a brand new loaner truck without any official contract with NO TAG!!! Made me drive back up there the following week to officially sign for the deal. Said ABSOLUTELY nothing about taxes, until I gave them my car in which if I would went to ******* originally like I did before with my previous car. I would had my check for $22000 the SAME DAY and none of this would had happen. You guys a Sons are crooks, shady...you changed the price of car, you kept my car so I would come back & you close a deal. You guys are desperate and prey over women and if you guys wasn't so quick to steal my car you should of pointed that before WE signed the deal!!!! Not after the deal. It does not work like that. You should of just gave me my car back instead of forcing this deal like I must pay taxes after we cleared the deal. If you guys was not so shady you should of check everything out on the car like ******* did and we would not have thus problem. So please pay me money, you guys was not slick enough so you are trying to make me pay for your mistake! 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/05/2024

  We understand the customer's concerns and have addressed them to the best of our ability.  We are sorry she is not satisfied, but we have done everything we can to assist.

   

   

• Initial Complaint

  Date:10/21/2024

  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 have attempt to resolve this issue with sons Kia and they have done nothing to date. My vehicle was damaged in the care custody and control of their service department. I emailed the general manager and called and have yet to receive a response to my email or a call back. Below is the details of the email sent regarding the damage done to my vehicle. All I am asking is that Sons Kia make this right. Im reaching out because on July 6th of 2024 my vehicle was service in your service department and my vehicle chrome trimmer was damaged. I was not made aware of it my husband located the issue and we turned around and came back to the service department. At that time we were informed it was a recall and that they would submit the request. No problem! I have waited patiently on the back ordered part for my vehicle and here we are 90 days later no resolution. My issue with this is that my vehicle did not have this recall issue until I left it in the care custody and control of Sons KIA service ***** With that said Im of the opinion that you all are just not doing enough to make this issue you created for me right. I spoke with ebony this morning and she advised to just remove the chrome and ride around that way. I will not because again this is an issue your service **** created for me and that is not the answer to fixing the problem. I understand that *** has known issue with the trim however, my car did not have this issue until your service **** created it for me therefore, it is only fair that you all make this right.I appreciate your time and attention and it is my hope that you will address my concerns timely!

  

  Business Response

  Date: 10/22/2024

  Weatherstrip for the front passenger door has been on back order from ***. Checking for update with *** shows release date of 10/21/2024. As soon as the part arrives, we are going to reach out to the customer to let them know that the part has arrived.