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:05/27/2025

  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 purchase a 2022!kia Sportage from *** June 2024 had the vehicle 10 months apon within the 10 months I purchase a battery , new tires, rain guards . Had problems with the vehicle windows . They fix it 2 days later the other window . Took car back finance another vehicle 2021 *** **** , dry rotted tires . They fix that but *** want me to pay for car front alignment . I told the dealership Im not giving you no more money thats you all fault sell bad cars . Please need help ****** ******

  

  Business Response

  Date: 05/29/2025

    We apologize to the customer for the issues with her new car.  We put 4 new tires on the car and did the alignment yesterday.  The customer is happy now

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 4 , I ,******* ******** went to Gerald Kia of north Aurora to drop off my moms (***** *********) car to get a ****************** to see what was the issue with the engine light turning on . My mom agreed to pay 89$ for that charges and left the car to get service there .The fallowing day (March 5) ,they had call me with the results and they determined that her car needed four ignition coils replace and a program update . The charges for those parts and labor was a total of $1002.96 with tax . My service advisor (***** *********) stated that my moms car had no warranty coverage and I told her that it did and then she fallow up saying those parts are excluded . My mom had no choice but to pay for the charges since she had no reliable transportation to work and got her car on March 6 . When we got her car I checked on the glove compartment and my mom had her car warranty paper , upon checking my moms car had full extended coverage and those parts and labor Werent mentioned on the contract that were excluded. I went back and talk to receptionist about this but she mentioned that it was close to closing time and she took a copy of the contract and was gonna get a call back from my service advisor (***** ) which I never got a called back . I ended up calling her and stated that she was working on that situation with the warranty company and that I would hear back soon for an update . A few days later I call back again to ask for an update since I didnt hear from her again but her receptionist had told me she was busy with a customer and would return my call after but she never ended up reaching my number again . Its been almost two weeks since and I havent heard back and is very frustrating and unprofessional from them . I do want this resolved asap . Thank you.This is my moms car and all her paperwork are under her name . I just help her since she doesnt speak English . ***** ********* The vehicle is a 2017 *** ***** *** *****************

  

  Business Response

  Date: 03/24/2025

   Yes, we found out after the repair that the customer had an extended warranty that was not in our system.  We have submitted to their warranty company twice, and the company turned down twice!  We have since the claim approved for the customer, and all should be fine now!

  Customer Answer

  Date: 04/03/2025

  Complaint: 23074248
  
  I am rejecting this response because: I tried reaching out to *** of north Aurora and I havent heard any news about the warranty approving the claim for the vehicle. I did get a call and **** on 03/20. 

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

  

  Business Response

  Date: 04/14/2025

    Yes, it is our understanding that the claim was approved by the warranty company

• Initial Complaint

  Date:10/25/2024

  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.

  I never visitied/solicited their website or dealership, yet I am receiving emails from them.

  

  Business Response

  Date: 10/28/2024

    We apologize to the customer; as we have no information in our databases for her!  Many advertising firms and Auto Manufacturers purchase customers information from data bases, and use those to market to customers.  Unfortunately, we as a business have no control over these other vendors when it comes to advertising.  Likely, it is coming from an intenders list that *** has acquired, but we have no way of seeing that.  Our suggestion would be for the customer to mark this as spam so that she no longer has these emails come in!

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I do not believe the response by the business to be truthful, I acknowledge response. No one's information should be for sale and no business/company should profit by it!

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

• Initial Complaint

  Date:06/05/2024

  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.

  My father and I purchased a 2022 *** ** back in 2022. Last month I traded in this vehicle at another dealership. Ive been trying to get in contact with someone at Gerald *** for several weeks now to cancel the extended warranty, gap, and dent protection plan to get my refund. Ive called several times, left voicemails, even sent a email and no one will contact me back about this. I had to reach out directly to the warranty company myself to begin this process and they state the dealership will be the one to send us the refund check but since they never returned any communication back to me I am worried they will not send us the refund check at all or in a timely manner.

  

  Business Response

  Date: 06/07/2024

  Spoke with ****** this morning. She talked to our Finance Manager yesterday and we are getting her handled. Because she purchased at another dealership, we need a payoff letter from the lending institution to process the cancellations. She will contact when she receives them and get handled asap.  She is happy.  Our apologies in the delayed response  

   

• Initial Complaint

  Date:01/10/2024

  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.

  I initially said that I wanted the Gerald Protection Package. However, when I took off the $999 package, the total didn't come down as low as it should have. Apparently, ******** of the finance team thought it would be a good idea to include his $6 service warranty on the battery, wipers, and a few other parts at that moment. Later, he attempted to sell me this warranty. I expressly told ******** at that time that I DID NOT want this, yet he had ALREADY CHARGED ME FOR IT and did not remove it at that point. The math wasn't adding up in my head, but I took him at his word and assumed the $999 off didn't come as low as I was expecting. I was unaware of this service package being included, and it is terribly unprofessional and seemingly illegal to sweep it under the rug. I believe Gerald Kia of North Aurora are rectifying this situation by compensating me the $216 plus tax I will have lost, but I certainly want this recorded in writing. It is also unfortunate that I must wait until I am able to sign documents in person, as it seems like I should be able to use DocuSign or another virtual program to complete this or get compensation refunded to my credit card (as they are not going to be able to cut down my monthly cost anyway, just issue some sort of reimbursement).

  

  Business Response

  Date: 01/19/2024

  I spoke with *** today, and the amount of the refund is $499, not the $216 that he had been told.  I am sending a check directly to his parents here in ********, as he is in *******.  *** was pleased with the resolution.

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The check was sent and has been cashed. I appreciate how the company resolved this complaint. I am only disappointed that it took this mechanism to rectify the situation. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/02/2024

  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 purchased a used 2020 Kia **** PHEV at the time of sale I asked if it had a remote start I was told no but can be added for $1,000, I agreed to this and the protection for rust, tears, and paint. I told the sales man that I did not want the Gerald protection plan and that my payments would be 334 a month. I am transgender and went through a legal name change and had supporting documents. I was told that I was "lucky" the bank would accept this and I should have to use my deadname because my preferred name doesn't have credit despite my SS number and everything being legally changed. I was talked down to by the finance manager stating things like its stupid or dumb not to add another warranty. That there is no point in getting the car if I can't afford to add the warranty. My sales price was increased and I was not given an itemized bill of sale stating which *******s I had purchased. After 6 hours of being there financing was complete the Kia **** had half tank of gas, no electric charge or my transferred plates. I had to clean out my trade in car in the rain while they tried to get the plates off. They were unable to and said I'd have to come back, I also did not receive my spare key. I relooked at the paperwork and crunched numbers once I called the finance manager back he said that the sales person had add the extra ******* I denied and lied about not having the remote start. Now I am unable to get a call back from anyone at this *** so I have not received the "extras" from the *******s that I paid for yet. (remote start, the Gerald Kia ******* with special tire locks and air..ect or plates).

  

  Business Response

  Date: 01/05/2024

  This is actually a complaint on the Gerald *** of ******** store.  We apologize for the additional charge and the time it took to complete the entire transaction.  We refunded the customer the $2499 charge to the lending institution.  As far as the lending institutions, yes, the Banks are very cautious and time consuming in approving loans when it comes to the situation described by the customer.  With all the Bank Fraud and Identity Theft, they will do this type of investigation.  We find this with recent marriages, moves back into the country, names and addresses not matching, etc...  Again, we apologize for the amount of time to process the deal, and the charge the customer didn't want.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21084428
  
  I am rejecting this response because: I have received NO refund. I was told Id receive a check in the mail never did. My trade in cars loan is still not paid off Ive had to make payments to them still. Listed above theres remote start-$999, Gerald protection-$999 and the Premium Plus Corrosion| $2,499 I was told that I HAD to have that package in order to get the remote start. So the total is more than you offered. Plus your contacted company never called me to even attempt to set up an appointment. I live two hours away and its not worth it to go all the way back anymore. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2024

  The $2499 check that was agreed upon with the customer still had not cleared the bank this morning.  We stopped payment on the check and have issued another check to the customer, for the $2499 plus tax, and are overnighting the check to the customer at the address provided.  The other 2 options that the customer purchased at the time of sale are not cancelable, nor were they originally discussed.  The remote start can be done where the customer lives, and ********************** would be happy to pay for the installation per the amount the customer paid.  Please contact the Manager at ************* to arrange payment to the vendor.  We thank the customer for their patience on the original check.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21084428
  
  I am rejecting this response because: I have not recieved the pruducts form the either package (Gerald or The undercoat, seats,ect). And as stated previously I didn't want the remote start because already has a remote starter installed through its app. Your sales rep did not disclose. I live in ********* none of your locations are close to me. I have also reached out to your GM to recived itemizied bill of sale with the sale BASE PRICE to reflect the cost of just the car becaue it is needed to collect the tax credit. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2023

  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.

  On 12/22/22 I purchased two brand new vehicles from Gerald Kia of North Aurora, a Telluride and a Carnival. Almost immediately after the purchase I began to notice that the rear power liftgate on the ********* was not operational. The rear door would unlatch but it would not open. I have brought the ********* to Gerald Kia of North Aurora on multiple occasions, at least 4, and they have attempted to fix it multiple times, at least 3. This problem has persisted and actually gotten worse over time. Most recently I brought my ********* to this dealership on 8/1/23 because, not only would the tailgate cease to open but, now the dashboard has an audible and visual alarm indicating that the tailgate is open when it is not. I have video proof of this. This alarm is intensely distracting while driving and the vehicle is basically not driveable due to this. I have attempted to requested that the dealership allow to select a comparable ********* to the one I purchased so, after 8 months, I didn't have to deal with it anymore. I spoke to the *** ************************* and he said they could not do this and that I would have to deal with *** directly. *** has denied my request and I still do not have my ********* back as of the writing of this complaint. Now I am being told that a *** ***** technician will diagnose my vehicle on 9/11/23. This will be 9 months after my initial purchase and initial occurrence of the problem and 6 weeks since I last saw my vehicle. *** is offering to assist me by refunding a car payment but this is not even close to what I am seeking. How can it be possible that I spend nearly $100,000.00 on vehicles from this dealership and they are not willing to accept the ********* back and give me a comparable vehicle?

  

  Business Response

  Date: 08/28/2023

  We apologize to **********************; we know he is very frustrated.  This is a *** ******** issue that we have been trying to handle and fix for him.  Unfortunately, up until now, the fixes that *** have said to do, have not worked!  Currently, we have installed a new part per ***, and are testing the vehicle to make sure that the part will in fact fix the issue.  So good so far.  We took the customer a loaner car to his work, which he still has.  In addition, we are working some number for him on a new *********, in the event that *** is unable to resolve the problem.

• Initial Complaint

  Date:05/09/2023

  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.

  4/29/23 About ******. This business involved some very shady and sneaky tactics to squeeze more money out of me for a vehicle. The whole time we talked about taking some money off the price of the current vehicle with the salesman even saying "we can take a couple hundred off the price but not in the thousands" yet they took advantage of closing time and being in a rush and glided over the sales papers that showed not only that we were paying full sticker price, but they even added a 400 dealer markup to the sticker price! They were supposed to be taking some money off not adding even more money on top of it. And the way they kept steering ** to focus on the financed amount instead of full purchase price. They took full advantage of our naivety instead of being honest and helpful.

  

  Business Response

  Date: 05/11/2023

  We have spoken to the customer and apologized for the misunderstanding. We have agreed to cut him a check for $500 for the misunderstanding and the customer is happy with the outcome. 

  Customer Answer

  Date: 05/12/2023

   
  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, although I'm still awaiting an actual check.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/21/2023

  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.

  Dec 2022, I leased a *** ******* PHEV from Gerald **** I recently took my vehicle to *********** because EV charging cable stopped working. It was at this time they informed me it was because I have the wrong cable. This was the cable Gerald *** gave me when I leased the vehicle. They are now saying because it has been over a year they won't replace it. Told me to call *** ******** service. I did call and all numbers go to roadside assistance. Cannot talk to a human. How does *** expect me as the consumer to know I had the wrong cable all this time. This was a mistake at the dealer, but the dealer won't replace it at no charge. All I want is the correct cable for my PHEV *******. The cable that came with my vehicle was made for a *** ***** Basically, Gerald *** wants me to prove they gave me the wrong cable.

  

  Business Response

  Date: 04/24/2023

  Spoke with ******************* this morning, and it appears that we gave her the charging cable for a Niro, not her Sorento.  We are overnighting her the correct charging cable for her vehicle.  We apologize for her inconvenience.

  Customer Answer

  Date: 04/24/2023

   
  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:01/04/2023

  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.

  My wife and I purchased our new car 2023 Kia ********* on Tuesday night 12-13-22. As I drove the car with the sales man ****** before making the purchase we told him that the display was glitching (not working properly). He told us "don't worry too much; Bring it in in a few days and we'll fix it". My wife made an appointment the very next day Wednesday 12-14-22 for Friday 12-16-22. I took our car back to the dealer on Friday morning 12-16-22. They first said that we didn't have an appointment, but that if I left it they could see it some time that the techs are free. I asked if they can give me a car for the inconvenience, and they said no. I was VERY FRUSTRATED at this point and asked to get some time to think about what to do. I talked to my wife, over the phone, and when I came back they told me that they had a car for us to use in the meantime. Now it's been almost three weeks that they have our BRAND NEW CAR, and it's still NOT FIXED. They've tried various things to repair it and they still don't have the display working as it should.

  

  Business Response

  Date: 01/10/2023

  We apologize for the wait and delay from ********** warranted part, which is the head unit.  The part has been sourced and we should receive shipment soon.  We spoke with the customer yesterday and gave them the update.  Originally the car was drivable, in which case a loaner would not be approved by Kia.  Once we diagnosed the problem as the head unit, we gave the customer a loaner as it is a warranted repair.  Again, we appreciate the customers patience and business.