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:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our 2017 Kia Sportage brought in for a recall engine replacement, after receiving the car the A/C system did not work. when asking the technician about the documentation of the replacement they have no record of the of an operational A/C upon leaving their lot. They were dismissive of the potential that they are at fault for the other system issues

  Business Response

  Date: 07/11/2025

  We have been able to communicate with the customer and work through the issues that he was having.  We have a good working relationship and are helping him get the information he he needs to get his vehicle taken care of.

• Initial Complaint

  Date:06/03/2025

  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.

  In late 2024 I had a tire blowout in my 2024 Kia Forte. I had it serviced at O'Brien Kia Dealership with about 8000 miles. I was told two new tires would be installed and was billed accordingly. I've since now discovered that my vehicle now has three different sets of tires. With manufacturing dates two of which are from 2022 over a year older than my cars build date, one from early 2023 and another from late 2023. I have two completely bald tires, the one from early 2023 and one from 2022. The third tire, matching the dates of the 2022 is worn more than the late 2023 tire which is the only one I would assume came from my new car. My car only has 18000 miles at the time of me noticing. This vehicle has had regular maintenance every 6000 miles since it's purchase.
  
  This suggests that used tires were installed for the two they replaced and one (or potentially two) used tires replacing my essentially brand new tires that I had at the time from the purchase of my vehicle. This could constitute consumer fraud or insurance fraud for the claim I had made on the vehicle, although whether or not I got the money for the tires is not clear from my insurance provider ****, who did not pay me for the whole repair due to bad communication between them (****) and O'Brien Kia. The frustration got me to pay the total out of pocket.
  
  The business has not attempted to resolve this as of yet, I am making this complaint while they are currently closed, and communication with them has been difficult since the service. I live in Florida and they are in Bloomington Illinois.
  
  The amount that I am disputing is up to interpretation. I had paid $501 for two tires alone. Although the cost of installation of 4 new tires would likely be closer to $1200.

  Business Response

  Date: 06/06/2025

  We were able to communicate with ****** and have helped him with his tire situation.  This situation has been resolved.

• Initial Complaint

  Date:10/06/2023

  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 2015 Kia Sorento, a vehicle that is notoriously vulnerable to theft due to online videos recording how easy it is to steal. I also have an aftermarket remote start on this same Kia.
  
  I called O’Brien Kia a few weeks ago to discuss the customer satisfaction service of upgrading my vehicle’s software to mitigate theft. I spoke with ******* (****).
  
  I was very clear about my concern, which was the possibility of my aftermarket remote start becoming inoperable after Kia’s software upgrade. I was assured by **** and others that Kia addressed the aftermarket remote start issue. I handed my keys over to their service team.
  
  After about an hour, I picked my vehicle up from the service department only to learn that my aftermarket remote start was not inoperable, but adversely affected by the new software upgrade. In essence, attempting to use my aftermarket remote start now triggers the vehicle’s security alarm. Ouch.
  
  Not only was I misinformed by the service department at O’Brien Kia, the technician who performed the software upgrade was unable to reverse the software upgrade which was my request.
  
  I left the dealership calmly but frustrated. I then called Kia Customer Support. They suggested I open a tech line case on a remote start. I find it unfortunate that the service department at O’Brien Kia didn’t recommend this possibility to me.
  
  One week later, I took my vehicle back to O’Brien to see if the technicians could work something out with the Kia engineers. Troubleshooting did not go as hoped. I am now left with a dysfunctional aftermarket remote start.
  
  Had I been properly informed by the service department at O’Brien Kia, I would have opted to not have the anti theft software upgraded.
  
  Their negligence now has me (1) without my aftermarket remote start, and (2) facing a potential cost of $1,000 to install a genuine kia remote start onto my vehicle.

  Business Response

  Date: 10/09/2023

  We contacted the customer today and have an appointment to pick his vehicle up on Friday, drop him off a loaner vehicle so we can have a technician figure out why his steering wheel is shaking.  We will repair and return to him.

  Customer Answer

  Date: 10/10/2023

   I am rejecting this response because: the business has confused me with a different customer.  I was never contacted, and my steering wheel is not shaking.  I opened a complaint about a dysfunctional remote start.

  Let’s try again, O’Brien!

  
  

  Business Response

  Date: 10/11/2023

  Forgive the confusion - we have attempted to reach out to the customer and will reach out again today.  We will make sure that the customer is taken care of.  Our advisor said that the conversation with the customer took place about this update possibly wiping out the ability for the remote start to work.  The advisor said that the customer understood that and approved the update to take place, taking the risk.  With that said, if the customer doesn't feel that way, then we need to take responsibility for not making the possibility of the remote start not working more clear.  It is our responsibility as the dealer to be a good communicator with the customer and verify that they completely understand these situations and it appears as if we failed to do that in this instance.  Ashley Wilson, our Service Manager at Kia will be reaching out to set it up for us to get the customer back in so we can make sure that his remote start works, or we will replace it with a new one.  

  Customer Answer

  Date: 10/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, andand am willing to give O’Brien Kia a chance to get this right.
  
  In their response, they claim their advisor communicated the possibility of a dysfunctional remote start and that I understood and was willing to take that risk.  This is completely false.  
  
  While I appreciate the business taking responsibility and their willingness to take care of me, I will not tolerate any further claims that their service department made me aware of the risk of losing my remote start.  In fact, it was the opposite.  I was led to believe by their advisor that the software patch would not disrupt my aftermarket remote start.  I was misled.
  
  I am taking no responsibility in this incident.  The advisors at O’Brien Kia are supposed to be the subject matter experts.  They failed to properly communicate the risk.
  

  Mistakes happen, but any failure to make this right by my accord will result in an escalation of this matter at local small claims court.

• Initial Complaint

  Date:03/23/2023

  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.

  I bought two identical Kia Forte's (GT Line) at O’Brien Kia in Bloomington, IL brand new on May 14, 2020. They both had some sort of non Kia aftermarket remote starter put on them by someone. One car works fine, the battery on the other car goes dead unless you leave the car plugged in to a charger every night. I can't drive the car out of town because the battery will go dead overnight. I need to get this car fixed.
  
  This purchase was made at the height of the pandemic lockdowns. I drove seven hours from Nicholasville, Kentucky all the way to Bloomington, Illinois to get these two cars because this was the closest dealership to my house that said they had them.
  
  The remote starter wasn't the genuine Kia remote starter system I ordered, it was some aftermarket thing they apparently found at a local shop. That shop wired it incorrectly, and now it drains the battery every day so I have to plug the car in overnight or I can't start it in the morning. ****** ****** in the service department at O’Brien Kia refuses to help. I have had this car serviced multiple times for this problem, starting at *** **** *** in Nicholasville, KY on October 1, 2020. The remote starter has been removed, but it didn't help the parasitic drain because *** **** *** says the main wiring harness was damaged by the installers.
  
  I paid for a brand new car that works. I did not get one. This dealer does not stand behind their products. ****** ****** In O'Brien Kia's service department says it is some company named ****** *****’s problem. However, I did not pay ****** ***** to put in a remote starter. O’Brien Kia did. I have never spoken with ****** *****, visited their facility, or paid them.
  
  I wanted a genuine Kia remote starter, and I was led to believe that I paid for one at the sale. I was not told that some aftermarket gizmo was what I was getting. I paid top dollar for a brand new car from O’Brien Kia that worked. and I did not get one. O’Brien Kia must pay to fix my car.

  Business Response

  Date: 03/28/2023

  In response to the complaint:

   We would never tell a customer that we are "unwilling" to help.  We are happy to look at the vehicle.  The customer has had the vehicle for 34 months, and this is the first that we have ever heard from the customer.  We are unaware of any work that he has had at other repair facilities, what they have done to his vehicle or not done.  He is free to bring the vehicle to us for a complimentary diagnosis of the issue he is experiencing.  

  Customer Answer

  Date: 03/28/2023

   I am rejecting this response because:
  
  O'Brien Kia is a 14-hour round trip drive from my house.  I have told you this over and over again.I have been working with ******* Kia ****** ********) in Nicholasville, KY which is 10 minutes from my house.  Your employee, ***** ****, originally suggested this. You can call ******* and verify that they were made aware of the issue more than 30 months ago.

  ******* Kia says major damage was done when the aftermarket remote starter was incorrectly installed by non-Kia personnel before I bought the putative new car.  They say O'Brien Kia should pay for it, and I agree.

  Business Response

  Date: 03/28/2023

  We are not going to comment on another service facilities assessment or work performed.  The customer has had the vehicle for almost 3 years now.  Our recommendation would have been to reach out to us so that we could be involved and help him through this process when he was having issues if he didn't want to bring the vehicle back to us to look at.  He has on his own free will decided to get another service facility involved, have them perform work on the vehicle, approve a bill to be spent on the vehicle and now he wants us to pay for it.  That isn't how things work.  We have no idea what he has done or not done to the vehicle or what this other facility has done or not done to the vehicle.  The customer made a choice to drive 14 hours to purchase the vehicle.  Again, we are happy to diagnose the issues the vehicle is having free of charge.  Whatever the customers business is with another dealership is between he and the other dealership.  Our final suggestion is to bring it to us to be looked at. 

  Customer Answer

  Date: 03/28/2023

   I am rejecting this response because:
  
  
  I made a choice to drive 14 hours for two vehicles that were not available at any closer dealerships during the pandemic lockdowns.  I have bought 4 great Kias over the past decade from ******* Kia and I mistakenly assumed another dealership would not take advantage of the long distance to try to cheat me by hiding substandard non-Kia parts in my brand new car.