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:07/17/2025

  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.

  I am filing this complaint regarding a warranty-related issue with my 2019 Kia ****** which currently has approximately ****** miles. This vehicle is still covered under Kias 10-year/100,000-mile powertrain warranty.I contacted Kia of Lincolnwood because my check engine light came on, and a diagnostic scan indicated a crankshaft position sensor failure. When I called, I was informed that the part is covered under the powertrain warranty, but I would still be required to pay $199 for a diagnostic test before they would proceed.This is extremely frustrating and, in my view, unfair. The powertrain warranty is specifically designed to cover issues like this and yet the dealership is effectively creating a paywall just to validate a problem that clearly relates to a covered component. If the issue is confirmed as covered (which they already implied it is), then I dont believe I should have to pay anything out-of-pocket just to have the issue verified.

  Business Response

  Date: 07/22/2025

  Dear BBB Representative:

    The customer in this matter, **** ******, chose to get his repair completed at another business.  We did reach out to the customer and explained that if our diagnostic test revealed that the problem was covered under the *** warranty, then he would have not been charged for the diagnostic fee or the service.  Since the customer had already gotten this repair completed at another business by the time we connected with him, our service manager was able to explain to him how he could file a claim directly with *** for a refund of the part.  I was informed that the customer was satisfied, and we hope that this matter has been resolved. 

• Initial Complaint

  Date:05/30/2025

  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.

  Hi thank you for listening to my complaint. - Friday May 23, 2025 I came in contact with a curb and 2 of my tires popped.-Initially I called *** roadside assistance for a tow, as the conversations were recorded, with myself taking notes on my end; *** roadside assistance (to make clear, a separate entity) did not dispatch assistance till 120 minutes after the call was made. This was due to a clerical error, *** improperly inputting the *** number of the Vehicle. To go along with that they were incredibly rude. - After roadside assistance arrived they loaded the vehicle, against my wishes on both flat tires, this was on a cobblestone street. I have photos of this happening. At the lincolnwood *** site, they unloaded the vehicle by driving it as well. - After the vehicle was driven to the lot, the General manager of the location proceeded to drive the vehicle, still on two flat tires, to the lift station for a diagnostic test. I noted this and believe it was done at 2:40pm on the 23d of May, but most definitely was between the hours of 2pm-4pm. - proceeding this, they gave me a verbal estimate on the damage, saying that I would need two new rims, as well as a new Side view mirror and two new tires, the gauge estimate I was given was 1100 per rim, and around 300 for the mirror, 600 for the tires, no other damage was relayed to me.- From this moment forward, I was clear with the dealership that they had driven the vehicle on to flats, as well as their roadside assistance team, I explained I would be reaching out to corporate. The General Manager of the location told me that they would "laugh in my face" (all recorded) and that he's refusing service. He also told me to have the vehicle off the lot immediately, and the *** would not cover moving the vehicle.-there is so much more to say about this, not enough room here though. But I have contacted *** at least daily since the incident and have not received a single phone call from them. 3 toddlers.

  Business Response

  Date: 06/05/2025

  I've consulted with our general manager at our *** dealership and he doesn't recall interacting with the customer. May we please get a name of the general manager, or person that the customer spoke to? 

• Initial Complaint

  Date:05/30/2025

  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.

  In August 2024, I brought my 2017 Kia **** to Kia of Lincolnwood for a warranty-covered engine failure (a known issue with Kia/Hyundai ********** I met all warranty criteria, yet my car remained at their dealership until May 2025 due to repeated mismanagement.They failed to submit the warranty paperwork three separate times, blamed staffing turnover, and consistently refused to communicate with ***** legal owner. Despite repeated corrections, their system listed my fianc and fathers contact info under my name. I never received direct updates; they only responded to the men in my life, which I believe reflects discriminatory behavior.Calls were endlessly transferred or disconnected. In-person visits were met with unprofessional behavior, including hearing employees mock other customers. I never received a loaner vehicle. By March 2025, I had to buy a replacement car out-of-state.When my original car was finally ready, it had a refurbished engine, not new, and had clearly been neglected: thick dust, dead battery, and rust from winter salt exposure. I opted to sell it back, but they attempted to collect the title without giving me a check. They also lost my second key, then called nine days after sale to fix paperwork theyd filled out incorrectly.This dealership displayed gross negligence, poor communication, and likely gender bias. Im requesting financial compensation for the extended loss of my vehicle, related expenses, and loss of resale value caused by their mishandling. This situation caused serious stress and unnecessary financial burden over nearly a year.I am requesting financial compensation for the loss of vehicle use, related costs, diminished value, and time spent resolving repeated errors. I also request a formal apology for their mishandling, poor communication, and failure to acknowledge me as the legal owner.

  Business Response

  Date: 06/05/2025

  When purchasing a customers vehicle we must follow a process with our corporate office. We submit all the paperwork which includes a signed power of attorney, title, and the check request for the purchase price of the vehicle. Our corporate office then issues a check to the customer which is typically delivered to the customer within 5-10 business days. We inform the customer of this process the same day and apologized for any inconvenience. We then submitted a request to our corporate office to expedite the process and the check was delivered the following day. After the all the paperwork was submitted to our office and the customer received her check, our title clerk noticed a mistake on the signed power of attorney, and we asked the customer to return to the dealership and resign the document at her earliest convenience. In order to compensate her for her time we filled up her car with a full tank of gas. While customers car was in our service department our service manager, ***** *********, was instructed by Mr. ***** to correspond with him directly with any updates on the vehicle. Our service manager proceeded to update Mr. ***** that paperwork was being processed and an engine from *** was being ordered with the necessary parts to install the short block and cylinder head in order to send out to the machine shop.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23396778
  
  I am rejecting this response because: You still cant name who owned the car. You are still only naming my fianc. You only called my fianc. You only spoke to my fianc. You continue to only address him in this matter. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/20/2025

  Dear BBB Adjudicator:

   Our initial response will need to stand regarding this matter. We consider this matter resolved but do find it very unfortunate that the consumer remains unsatisfied. 

• Initial Complaint

  Date:05/30/2025

  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 brought my car into the dealership for diagnosis and repairs. It has been over two months and they still have not told me what is wrong with my vehicle. Theyve told me a case was sent to *** tech which I found out almost a month later was never done. Every time I call them I get sent to voicemail or that someone will call me back. I think I have maybe gotten a call back once on my vehicle. They wont give me a loaner vehicle. Spoke with the manager who told me the technician working on my car never sent the paperwork and that he was going to wait until he got back from vacation to stand over the tech desk to watch him send it. Then he told me that he himself would send it. Almost a week later the tech is asking for the same information I had sent weeks ago. I have been in contact with *** corporate and they havent been able to get a response from that at all. Seems like no work has been done on my car. The manager also at one point told me my car was at an offsite location and didnt know the address. I need answers on my car

  Business Response

  Date: 06/03/2025

  Per our *** service manager, necessary parts have been ordered for consumer's vehicle and the vehicle should be repaired within 2 weeks.  Any status on this vehicle can be obtained through ***** *********, who is our *** service manager.  ******* email address is *********************************************************************** 

   

   

   

   

• Initial Complaint

  Date:04/12/2025

  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.

  On 1.2.2025 my immigrant father purchased a car in great condition (or so we thought). The dealer was very eager to give us a small discount and get us out the door the next day. Now were not savvy in cars and and had a limited budget, and these guys took full advantage of us. About two weeks in, the cars engine light starts to go off and given the year of the car, the dealership refused to provide any inspection support. He later on had to take it to a car shop where we found out the car burns oil like no ones business. ***** in two weeks! Insane! After bringing this up to the seller and dealership management, they once again gave me no resolution. We fixed the car at our own cost, the mechanic seeing the car, advised us to talk to the dealership claiming that they knew that they were selling a piece of junk and advised us to reach out to the dealership again and hope they will do whats right, which at the very least shouldve been a replacement of the motor. The dealership manager reached out to me once and has been ignoring me since. Ive tried giving the dealership the benefit of doubt and *** asked them numerous times to at the very least check the vehicle but theyve been very rude and had not responded to any of my calls, texts, emails. This business is full of crooks and they will omit any important information on the vehicles true condition. Do not ever buy cars from them

  Business Response

  Date: 04/15/2025

  The customer who purchased the vehicle is not ** Abdrahmanova but Nurlanbek Dzhoodatov.
  We advised the customer both via the text message and phone call to bring the car to our service department multiple times so we could take a look and examinate the problem even though the car came with no warranty at the moment of purchase. Attached is the conversation with the customer and signed buyers guide with the customer`s signature.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Saturday November 30th, 2024 I had my car towed to the nearest *** *********** which was this place. The soonest they could get my car in for diagnostics was 12/5/2024. They told me they couldnt find anything wrong with my car and come get it. I was able to convince the service tech to keep the car and drive it around for hours and use all the gas because the car was unsafe. He got 2-miles down the road and the car broke down. He had to have it towed back to the dealership. Since this time, they will not answer my calls, my text messages or emails. I reached out to *** corporate and they wont even respond to them. I want my car out of their dealership and brought to where I purchased the car. They have had my car for over 16-weeks I was told a tech line case was opened and my car was being worked on. Corporate said there was not a tech case opened and therefore no work has been done on my car.I have reached out to the service manager as well and left numerous messages with no response. I have also now reached out to ***. To settle this I would like them to have my vehicle towed at their cost to world *** in ****** so I can get the appropriate work done.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This dealership has been a back and forth game with me, my wife and my insurance provider, ***********, since early December 20** when my car got there. Ive been stuck in a rental ever since. First they said it was covered under warranty, because my car was stolen, and that I would be provided a loaner or reimbursement for my rental if they couldnt get me in a loaner since they were so short . Finally, after WEEKS of no update, contact, or anything, they turn around and blame it on the theft of my car that the engine showed excessive abuse from it. Called *** customer care on it for help dealing with the matter and they basically washed their hands clean of it and blamed it on my insurance not knowing what theyre doing. After so much back and forth and disconnect, my insurance finally agreed to pay for the engine repair and recover through their subrogation process. But Im stuck with about a $1,000 now in rental car costs, because my insurance holds their position that this is Kias fault. This is ridiculous. *** customer care refuses to help. Their poor communication and bickering back and forth with Progressive is what set this back so far to begin with, and I firmly believe it was done on purpose. I have children, one a toddler with level two autism and need a vehicle for her school/therapy. This is not right at all how they handled this and someone needs to reimburse me for the rental cost for this nonsense *********************** claim # ** - ********* Kia ******** **** case # ********

• Initial Complaint

  Date:01/16/2025

  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.

  Date occurred: 12/232024: I got a letter from *** regarding several recalls for my *** ********** Also, my infotainment center just randomly went out upon driving on 12/22/2024: So, they completed the recalls and told me because it was the holiday it would be here within 2 weeks or LESS. I have a recording of the service coordinator telling me this. Dec 30th I got an text from *** ********************** asking me how was my service and I explained everything is fine just waiting on the infotainment center you all ordered. I explained to them that not having this working is VERY VERY dangerous. I use my vehicle for work and I need the *** system so me using my phone and not being able to depend on the infotainment center could cause an accident or anything. I asked for ******* to call me to discuss this matter and explain this issue is causing major issues for me. I am told he's in the office but in a meeting and he'd call me: I have requested ******* the service manager to call me 5 different times between Jan 2-Jan16 2025 and I have NOT heard from him I am told "he's in a meeting or with a customer" but yet he hasn't called. THEN I finally get an update on Jan 12 and told that its on back order and they dont know when it will be delivered. I explained to them I CANNOT DRIVE THIS CAR W/O AN INFOTAINMENT CENTER. so I've had to rent a car while my car is sitting idle and spent over $500 dollars on rental services. This is unacceptable behavior and to have no one call the customer back seems like they are dodging me maybe because I am a African American person? Could likely be discrimination amongst me, this is the only logic answer. I have asked for tracking or order number and to a copy of the invoice and NOTHING they do NOT keep their promises. This is a horrible experience.. I have asked for the ************ and again NO call back. Being ignored and I pay a car note monthly doesn't sit well with me.

  Business Response

  Date: 01/20/2025

  Thank you for reaching out to our business.  In an effort to avoid any confusion we feel its important that Ms. ****** is aware that there are three separate entities involved with the issue surrounding the repairs of her vehicle, the consumer who owns the vehicle, our dealership which is an independently owned franchise, and the manufacturer ********** North America.  As an independently owned franchise we have a legally binding agreement with the manufacturer ********** North America.  There is a portion of that agreement that has relevance to Ms. ****** concern.  These are essentially that we as a franchised dealer will purchase parts for manufacture warranty and recall repairs directly from ********** *************, follow the manufacturer repair instructions, adhere to the manufacturers warranty policy and procedures as outlined and in turn ********** North America will reimburse our dealer at a pre-negotiated rate.  It should be noted that many times that reimbursement rate is substantially higher that what we charge our paying clients for repairs.  This being the case with the repairs in question, it is in our best financial interest to repair the vehicle under warranty.  Unfortunately, ********** N.A. controls the supply of the needed parts and as of 01/17/2025 the parts needed to exact the repair is currently out of stock and we have information from the manufacturer that they should receive new stock and be able to resupply dealers soon. The manufacturer does not supply any tracking information until the part has shipped from their warehouse to ours.
  
  The allegations made surrounding the clients treatment and claims of racism being the only logical explanation could not be further from the truth and is quite simply failed logic.  Furthermore, every person involved both directly or indirectly with the client at the dealership is either African American, Bi-racial, or has a mixed-race household and children.  We pride ourselves on having great diversity throughout our organization from leadership down and find it rather offensive that anyone would make this claim.  We do recognize that vehicle issues can create extreme stress which may cause people to act or say things out of character and hold no ill will.
  
  Our sincere hope is that we are able to repair the vehicle to manufacturer specifications and continue to of service to the client with their future automotive needs.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought my car to *** for repairs on 9/24/24. Car was repaired on 11/22/24, however, when I went to pick up the vehicle, the engine was knocking about to seize and needed to be replaced. I have been waiting since 11/22/24 for *** to replace the engine under their class action lawsuit warranty extension. I have received limited communication from the company. My service **** ***** *******, was let go on Monday 1/6/25. I have left 7 messages for the branch service manager from 1/6/25 to 1/9/25 and have not received any response.

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Kia of Lincolnwood November 7 for an oil leak that is covered under warranty. They told me on November ******************************************************************* It is now November 23, I have called four times this week, left a voicemail and two messages for the service advisor/manager. No one called me back so I had my brother call as being a woman seems to get me ignored. Of course we got an answer immediately that they had to order additional parts and are waiting for them to come in. They cant give me an answer of when my car will be ready and arent apologetic about the lack of updates. We are now potentially going to be waiting another two weeks, they have no loaners available and we are spending a fortune on Ubers to and from work. Its concerning that no one has a sense of urgency, especially given this is a warranty fix and not my fault. Im nervous we will be without our car for the foreseeable future, especially given no one will give me a call back to let me know whats going on.

  Business Response

  Date: 12/02/2024

  Service Manager has been in contact with the guest. The car will be completed soon, we consider this matter closed.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22597183
  
  I am rejecting this response because while I got a call on Monday from ***** ***** saying you'd check for an update, I never heard back. No one has told me when my car will be done, if all the parts are actually in or not. The call contained absolutely no new information so I'm still in the same place I was when I filed this complaint. 
  
  Sincerely,
  
  ****** ********