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:05/01/2025

  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.

  My car has been at Kia of Des Moines for more than 3 months. Their service department only provides cryptic updates and says it's a "corporate decision" to fix the car. My car will not run, I can not pick it up, I've been offered nothing from ***, and it's their original car...a 2017 *** ********* I've sent emails to their company, I've tried to contact the dealer principle, I've attempted countless phone calls to speak with a manager...all without any success. I literally don't know how to get my non-running car back from a dealership and I don't want to hire an attorney, as the expense isn't mine to bear, nor is it even reasonable to consider given I own it and *** is literally just holding it.I've sent this complaint to *** corporate and gotten the following case number ******** but nobody has followed up. *** and Kia of Des Moines are a living nightmare.

  

  Business Response

  Date: 05/01/2025

  Mr. ********* vehicle is eligible for warranty extension.  Kia ********* which is NOT Kia of Des Moines, is requesting valid oil change receipts to confirm eligibility and Mr. ******* is refusing to do so.  The misunderstanding is that Kia of Des Moines is the warranty company, we are not. I have attached what corporate tech-line is requiring for engine approval.  I am also attaching what Mr. ******* has provided thus far, but it does not meet ***** criteria.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23270090
  
  I am rejecting this response because:

  I took my vehicle to *** more than 3 months ago.  This response is Kia of Des Moines desperate attempt to shun any responsibility in this matter.  I have not refused to provide receipts.  *******, the *** service tech, simply refuses to return calls.  On 4/30/25, I called the general services number ******* answered at 3:33pm.  When I confronted him about not responding, at this time he told me the same, that I needed to provide him with receipts that are more than 3 years old.  As I followed through later that day, I told him that I would connect with my accountant who informed me that he (my accountant) can have his associate accountants dig through paper records offsite, because they are older than 3 years.  That would cost me $100/hr. and not guarantee that I have them.
  ***'s claim that **** ******* refuses to provide them..." is so objectively and patently false and I would ask *** to provide the day/time when they were told this.  In fact, as I write this,I've only known about the request for receipts for less than 48 hours and I have an answer and provided it to *******.  ***s reply to this is the narrative *** wants to project to cover up their complete failure in this matter.  Just as soon as 3 weeks ago, ******* asked me for a copy of my drivers license to PROVE OWNERSHIP!?! (see the screenshots)  I bought the vehicle from Kia of Des Moines AND the car had been sitting there for more than 2 months already.  If this isn't incompetent, I am not sure what to call it,and yet somehow, I am holding up this process? You can see that in February, ******* uploaded an incorrect video and text me a progress report of the wrong car.
  Then, Denney at Kia of Des Moines, ************, also ignores my texts and calls.   ***** contacted me only after I asked for someone other than ******* to handle this after my car had sat for more than a month after their initial tech (******) quit.  ***** not only reached out, but he PROMISED daily updates until its resolved. Ive attached the screen shots of this and I have hundreds more of their simple failure to return a call, text or otherwise answer the phone.  My call logs show (***** min on hold), repeated texts and all ignored until I am lucky enough to call and catch someone, how about ***'s?  I would ask *** to provide more than a lame screenshot of their tech line as a hands off response to a complete failure to provide services in a reasonable and fair timeframe.

  
  *** is purposely being dishonest in their reply to the BBB and I would directly ask them for supporting details of their claims.  This consumer is not going away.  

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

  

  Business Response

  Date: 05/01/2025

  The fact still remains that we need valid receipts to turn in to Kia **************** Once those are provided we can get approval from them for the warranty extension claim.  Until then there is nothing we can do.

• Initial Complaint

  Date:02/06/2025

  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.

  Date from November 15, 2024 - Current Kia of Des Moines ******* Tech: ****** ****** (**************************)My 2015 *** ****** stalled while driving to work and I had my car towed to my trusted Kia of Des Moines to diagnose their product, be told what was wrong and cost of repairs. I also shared with the service tech what lead up to my car stalling. Immediately the service tech ****** GUARANTEED that it was a recall/warranty and that it would be covered under warranty. I asked him about a rental car until my car was repaired and he said that they didnt have any available at the time but if I wanted to get one through the rental company I would be reimbursed under the warranty. Entrusting the *** ******* tech ****** (guarantees) regarding my car I went and got a rental paying out of pocket as he recommended with expectations of getting reimbursed. ****** guaranteed me until November 25, 2024 I decided to take the day off from work to go to *** in person. ****** then told me warranty was denied and he handed me a blank repair *** service form and walked away. I still wonder if there was any test(s) ran on my car to know what was wrong. My car started fine with automatic starter that morning and I was driving to work. My car didnt have any problem lights on. It wasnt jerky. It just completely stalled as I exited the interstate. Radio yet playing with no exceleration. I merged out of the way of traffic. I communicated to ****** that less than 24 hours of pumping a full tank of gas at QT. I felt I had purchased some bad gas, wanted him to test the gas and let me know if that was the case. ****** GUARANTEED that wasnt the problem. Please assist. Thank you in advance.

  

  Business Response

  Date: 02/06/2025

  We have reached out to ** ***.  We will not be assisting with down payment on her next car.  We will look further into her repair order from November to see if any assistance for her car rental is merited.  We are NOT the warranty company so there is never a GUARANTEE of warranty work.  We are truly sorry for any misunderstanding.   Again we will consider some assistance on the rental bill if the circumstances warrant us doing so.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22905403
  
  I am rejecting this response because: the GUARANTEED WARRANTY/RECALL that I was told had been denied on November ******* by the service tech ****** ****** I received the notification in mail December ****** two days after trading my 2015 Kia ****** in. 
  
  Sincerely,
  
  ** *** *****

  

  Business Response

  Date: 02/07/2025

  We encourage you to take the matter to *** consumers affairs and open a case with them. You can request a case by calling *************.

• Initial Complaint

  Date:12/24/2024

  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.

  Two employees at Kia of Des Moines told us at time of purchase that we would receive one year of *** connect and one year of ************ free with the purchase of our vehicle. This is not the case since they used our vehicle as a tester. We did manage to reach the specialist who told us he was incorrect and had told many buyers this and they were not making it right with any of them. We cant get the sales manager to call us back to discuss. I have also called and sent emails about the charger in our car not working but they will not respond to those inquiries either.

  

  Business Response

  Date: 12/24/2024

  We are trying to reach out to the consumer.  We will 100% reimburse consumer for 1 year Kia ******* and 1 year satellite radio.  Consumer did purchase a retired service loaner which does not qualify for these but we will honor what was said.  We will also have our service department reach out to schedule an appointment to look at USB port.

• Initial Complaint

  Date:04/18/2024

  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 recieved a notice that my vehicle had a major recall so i brought it into the dealership as instructed. Following the recall updates/my car is not driveable - it has been 6 days and no resolution from *** or decision as to if they will cover the problem they made and how they will address- meanwhile i am a single mom working 3 jobs and am in the process of moving and this is my only means of transport. I happen to have an interlock ignition device installed in my car and the car dealership refuses to work on my vehicle unless i am there with it, they dont want me to leave it there so i have to keep getting it back to them and stay with it - which is not safe at this point to do. They also cannot/will not give me a loaner at this point and are asking me to uninstall the ignition interlock device (more $) if they are deciding to cover the repairs needed. I am not able to afford that right now or to lose what I have done to get my license back in november. I'm completely at a loss as to what to do if i'm not able to keep my jobs do to this issue. My car was perfectly fine before they did this maintenance.

  

  Business Response

  Date: 04/18/2024

  We are still waiting for *** *****line "next-step" in fixing car.  We are truly sorry you don't qualify for a service loaner or rental due to your current driver's license restrictions.  We have sent everything over to *** corporate that we can to expedite your car car being fixed.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21582761
  
  I am rejecting this response because: there is no timeframe for resolution 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2024

  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.

  Took my 2015 KIA ***** to KIA of Des Moines because the engine light was on. I did not have an appointment so when the service rep asked if I would leave my car for a couple of days, I thought that was reasonable. When I hadn't heard anything by April 1st, I called to check on the status. The service rep called back April 2ond and told my the service required. I asked if my extended warranty would cover any of the work. He called to check and called me back. Telling me the warrranty would cover most of the work. I told him to proceed and he said my car should be ready in a couple of days. I hadn't heard back for over a week so I called again. I was told nothing had been done to my car and they weren't sure when they could get to my car, I talked to the service manager the next and the basically told the same thing. It's been three weeks and I still have no idea when my car will be returned.

  

  Business Response

  Date: 04/18/2024

  We had tried to get ahold of customer...car has been done for 9 days.  Service manager just spoke with customer.  We are sending shuttle to pick him up to get his car.

• Initial Complaint

  Date:12/18/2023

  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.

  car is currently in shop, they refuse to provide a loaner car or a rental car, even though i have insurance and a license its been in the shop more than 3 times now. its been 3 weeks without a vehicle, i want a loaner car, and for my vehicle to have a new engine because its under warranty.

  

  Business Response

  Date: 12/18/2023

  We will not be granting a service loaner as the customer had been given one in the past and hit a deer with no insurance in given service loaner.  We are currently waiting for tech-line response in regards to his repairs.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21018386
  
  I am rejecting this response because: the car had insurance, and also dealer insurance. You are to provide a vehicle in regards to warranty work. Seems to me you are doing this because the way I went about this.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/04/2023

  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.

  October 10th 2023 was the start of awful ongoing experience with Kia of Des Moines. I have been on the phone several times, I have gotten 4 different diagnosis and still nothing has been done. It's usually a week before I hear from them. One week its something and the next week they call with something different. I have attached a document with all my interactions with Kia of Des Moines.

  

  Business Response

  Date: 12/04/2023

  As the ** that spoke with the customer, I know for a fact that it was NEVER stated that her warranty would cover any and all engine issues.  We are not the warranty company.  We assist in the claims and then do the work.  The initial claim was denied.  Customer is the one that has to request it be re-opened.  We are now waiting for an inspector from the warranty company.  We will let customer know when that is complete and what their findings are.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20946246
  
  I am rejecting this response because: It's not just about getting my car fixed. Its the run around on what is actually wrong, getting 5 different diagnoses. The lack of knowing where my car is or who is working on it. Lack of help if your "rep" is out no one wants to help you and you are expected to wait a week till they return. Texting someone to tell them their car was declined on the warranty plan and just giving a number to call another company, instead to talking to you. Over a 2 month process when you have to wait a week at a time for anything to happen. They are not standing behind their produce and taking advantage of people. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/07/2023

  While we understand the consumers frustration with communication, it does not change the fact that the warranty company has rejected the claim TWO times now.  Our service advisor has offered several options to the consumer.

• Initial Complaint

  Date:10/24/2023

  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 had my ****** toed to them on Monday October 15th to have warranty work done. I got the runaround for a couple days trying to figure out how to get the warranty work started and my car just sat there. According to the service department the vehicle wasn't actually checked in until the 19th. They have repeatedly told me that they are "just getting the car in" for days now. I called them again this morning, Tuesday October 24th and was told yet again that they are "just getting it in." I've been lied to lead on for almost a week now and nothing seems to be getting done. I need my vehicle back or at least a loaner but they have yet to be straight forward with me or even mention a loaner.

  

  Business Response

  Date: 10/24/2023

  This is not a "warranty" issue.  This is a service contract issue.  Van was purchased at a different dealer.  Van was towed to us, then towed to *****, then re-towed to ** on the 19th.  This is a service contract provider that is not backed by our store so any "loaner" would have to be handled through the dealer he purchased the car through.  It is slated to be diagnosed by weeks end but there are numerous electrical problems, so the "fix" might take some time.

• Initial Complaint

  Date:03/06/2023

  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 have a plug-in hybrid, which I brought to the dealership repair center to inspect a battery problem. Battery is still under warranty. After 4 hours of waiting, one of the service representatives told me they needed to keep the car overnight for tests. I wasn't able to leave my car at the time, and the dealership didn't have a loaner available. They said to return in a few days. That night, I noticed that my headlights no longer worked. The lights had definitely worked before I brought my car in, as I had driven it the night before.When I brought my car back, I pointed out that they must have bumped something that knocked the headlights out while they were working on the car's electrical. The service manager said no, the bulbs must have burnt out on their own. I do not believe that both lightbulbs would, by total coincidence, burn out at the SAME time and on the EXACT day that my car was in the shop. I protested, but they refused to accept responsibility.They kept my car to perform more tests on the battery. They gave me a loaner, but they kept my car for 2 weeks! When I inquired, they kept saying they needed to do more tests. They were not transparent about what was going on. When I finally got my car back, they informed me that the manufacturer did not accept this problem as covered under warranty. The dealership charged me $203.25 for running tests but didn't give me full results to take to the manufacturer.I had to pay $201.65 to repair my headlights. I also saw that my side mirror had been cracked. It was NOT cracked when I brought the car in. I know they broke it while the car was on the lot, but I didn't take pictures before I dropped it off, so I couldn't prove it. But again, they refused to take responsibility.The dealership's security camera footage of when I brought the car in will prove that my lights were working and my mirror was intact. They should reimburse me for the costs of repairing the headlights & mirror.

  

  Business Response

  Date: 03/06/2023

  As you can see on the enclosed documents we ran all appropriate battery tests and they fell within the guidelines of ********** warranty.  If you look on the 3rd page of the documents our tech noted that the ** mirror was cracked when it was brought to us.  The car was purchased used, from an out of state dealer so we do not know the history of vehicle with the exception of an oil change on 9-6-22 with ***** miles on it.  We will 100% fix anything we break but this is a case where it was broke before it came to us.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19542475
  
  I am rejecting this response because:

  Anyone can write anything on a piece of paper.  For what it's worth, the car was in excellent condition when I bought it, but that was last June, and we are talking about January, of course.

  If you check the security camera footage from Jan 10, it will prove that my mirror was not cracked when I brought it in. And my headlights were not broken before Jan 5th when I brought it in the first time. (Since it was morning, I don't know if the headlights would be on when I pulled into the shop, but it's worth looking. I keep my headlights on "auto," so maybe when I pulled into the garage they might have clicked on.)
  

  Thank you for the more detailed printout of what was checked on the ** battery. I will be checking with the manufacturer, but that part is probably out of your hands at this point.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/09/2023

  Unfortunately my cameras only go back 28 days...I truly am sorry for this happening to your car.  I am willing to refund you the ****** for the headlights.  If this is agreeable let me know and I will have a check cut and mailed.

  Customer Answer

  Date: 03/13/2023

   
  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:10/24/2022

  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.

  I obtain a car loan through this company. When covid hit I was under stress to continue to make payments. This loan has defaulted. When I made inquiries on the options and amount owed it didnt make sense to me. So I looked at my contract. I then noticed that I had two different slips one from them and another that said Kia Of Des Moines. So I was confused and then even more confused when they called them selves ******* Gabus *** on my credit report. So it did t sound right then I ask to send all documentation to me so I could understand what took place. Then I noticed that there was more than one business involved. I then did some reading on government websites and saw some things about how consumer credit transactions should provide full disclosure, and that I should consent to a third party being involved.Then it hit me that they had a third party involved and didnt fully disclose what was taking place. They gave me one contract and then had me sign another that tricked me out of my proceeds and made me pay the finance charge as well. They never disclosed that the finance charge was the sum of all charges.I realized after the fact that I assigned my proceeds to a third party. This was unfair and deceptive. There are regulations in place for this and they skip right past them. They also over charged me in the process. They told me I had to give a down payment. They failed to fully disclose every aspect of the consumer transaction. Then to make matters worse. When I defaulted I asked if I could allow my sister in law to take over the payments they said yes. So she showed up and signed some papers and they redid the registration. Instead they should have said no and I would have just turned the car in due to the hardship. She made made a few payments and skipped town. Now they are saying that I owe the money after the fact. I would have never let her have the car after talking with them and then oking the situation if I would have been liable.

  

  Business Response

  Date: 10/24/2022

  This is ******* Gabus ***** This complaint should have gone to KIA of Des Moines. It clearly states Kia of Des Moines on the contract.

  

  Business Response

  Date: 10/24/2022

  The fact remains that an **** Vehicle Retail Installment Contract was signed by ******* as well as all legally required paperwork.  We have been more than lenient seeing how ******* has not made a payment since August of 2020 and does not know where the collateral, a 2013 Chrysler 200, currently is.  We have not pursued her with legal action as of yet and have tried numerous times to set up payment plans.  At this time we will be writing off this account and its losses but there will be NO refunds.