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:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2024 *** K5 GT (with about ***** miles) to International Kia of Orland on February 3 for warranty-covered service. At that time, trunk trim pieces had fallen off, and the ducktail spoiler was loose. After the dealership performed the repair, I noticed deep scratches on the black trunk panel that were not there previously.I returned and was told they would try to buff it out, which did not fix the damage. I then came back for another warranty issue my USB port wasnt working, which caused Apple CarPlay to stop functioning. When I picked up the car after that service, I discovered severe damage to the steering wheel that looked like deep scratches or cuts, almost as if someone had used a razor blade on it.When I spoke with the service manager, he initially offered to repair the steering wheel but refused to do anything about the scratched trunk panel. I later contacted *** Corporate and opened a formal case. They informed me that the dealership claimed they have no record of the problem despite the fact that I requested and received pre-service inspection photos that clearly show the trunk damage appeared after the dealership worked on the car.I have only brought my vehicle in for legitimate warranty-covered concerns and feel that I have been treated unfairly and dismissed. Im not asking for anything unreasonable I simply want the dealership to take responsibility for damage that occurred while my car was in their care.

  Business Response

  Date: 03/29/2025

  Please see attached 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23127400
  Formal Rebuttal to BBB Response from International Kia of Orland
  Submitted by: ***** ******
  
  To Whom It May Concern,
  I am writing in response to the statement submitted by *** **** ********* General Manager of International Kia of Orland, concerning my recent complaint filed with the Better Business Bureau.
  I respectfully and fully reject the claims made in the dealerships response. The version of events presented by *** ******** contains material inaccuracies, omits critical context, and mischaracterizes my actions and intentions. At every stage, I have acted in good faith, maintained a professional tone, and followed the proper channels in an effort to resolve this matter. I am disappointed that rather than taking responsibility for the damage that occurred to my vehicle while in their care, the dealership has instead attempted to deflect blame and discredit me personally.
  
  Allegation of Physical Contact
  The dealerships accusation that I acted aggressively or physically toward the service manager, *** **** ******** is a ***** misrepresentation. During a conversation in which *** ******* began walking away mid-sentence, I gently tapped his wrist with two fingers and said, Im talking to you. He responded, Dont touch me, to which I calmly replied, Im not going to touch you. There was no aggression, no escalation, and no confrontation.
  Shortly after that brief exchange, *** ******* came out of his office, respectfully addressed me by name, and invited me back into his office for further discussion. A person who felt threatened would not have done so. I remained composed and respectful throughout. I formally request that the dealership release any available surveillance footage from that day to corroborate the nature of this interaction. Such footage would provide clear, objective evidence.
  
  Steering Wheel Damage
  The damage to the steering wheel was discovered immediately upon retrieving my vehicle following a warranty repair for a faulty *** port. While driving away, I observed multiple cuts in the leather that had not been there prior to service. I returned to the dealership the same day and brought the issue to the attention of Service Advisor ***** ******.
  *** ****** stated that the technician had been wearing gloves, which does not preclude the possibility that the damage occurred due to improper handling, use of tools, or carelessness during service. At my request, he took photographs of the damage and later acknowledged it in writing, stating via email:
  "I'll get it taken care of. Thanks."
  Shortly afterward, I was informed by *** ******* that the steering wheel would not be replaced but would be referred to a third-party company for professional repair. I accepted this proposal on the condition that the steering wheel would be restored to its original condition. However, during my final visit, *** ******* reversed his position and denied all responsibility for the damage. This reversal took place in front of the same three employees the dealership referenced as witnesses including *** ****** himself.
  
  Black Trunk Panel Damage
  The scratches on the black panel of the trunk appeared after an earlier service appointment, during which the chrome trim was replaced. At the time of my return for the *** issue, the dealership attempted to buff out the scratches a clear indication that they had acknowledged the damage internally.
  During my final visit, *** ******* initially acknowledged both the prior buffing attempt and the existence of the scratches, then within minutes, reversed course and denied any responsibility for either the panel or the steering wheel damage.
  I possess time-stamped photographs taken before the chrome trim service that show the black panel in pristine, undamaged condition. When I requested to see the dealerships pre-delivery inspection photos, the images they provided confirmed the scratches were present after the service had been completed further supporting my claim.
  
  Clarification Regarding Reddit Post
  The dealerships reference to a *********** I made, in which I said I noticed the damage a week later, is taken entirely out of context. That comment was referring to the black trunk panel, not the steering wheel. I did not claim that the damage occurred a week later only that I realized the extent of the damage after examining the vehicle under better lighting and cleaning the affected area.
  In reality, I noticed something was wrong almost immediately and scheduled the next available appointment. My earlier photos also clearly confirm that the black panel was undamaged prior to the dealerships service. This key context was ignored in the dealerships response.
  
  Dismissive Escalation Response
  When I asked *** ******* who I could speak with above him to escalate the matter, and mentioned contacting the dealership owner, he responded dismissively:
  Good luck getting a hold of him.
  This sarcastic remark reflects not only the lack of accountability shown by management, but also the dismissive culture I encountered while attempting to resolve this issue directly and professionally.
  
  Final Statement
  I have addressed this matter with professionalism, patience, and transparency from the beginning. I brought my concerns directly to the service team, then to *** ******** followed by Kia ********** the Better Business Bureau, and the Illinois Attorney General. My position remains clear and reasonable: I am requesting that the dealership accept responsibility for the damage caused while my vehicle was in their care and carry out the appropriate repairs.
  I have provided photographs, inspection documentation, staff communication, and time-stamped visual evidence that clearly supports my claim. I am not requesting anything beyond what is fair, factual, and deserved.
  Sincerely,
  ***** ******

  Business Response

  Date: 04/14/2025

  Please refer to our original reply on 3/29. 

• Initial Complaint

  Date:12/08/2024

  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.

  Purchased a new Kia ********* 2024 window body molding falling off of the vehicle, need to be replaced, Dealer ship making no effort to replace defective parts.

  Business Response

  Date: 12/10/2024

  Please see attached 

• Initial Complaint

  Date:11/14/2024

  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.

  10/18/24- Dropped off my vehicle for engine replacement. Engine under warranty.Made several calls and left multiple voicemails to check on status of my vehicle between 10/24/24- 11/4/24. Did not receive any status updates or return phone calls. 11/4/24- We were so frustrated that we had to physically go into the dealer to ask about our vehicle. *** stated that they needed a copy of drivers license as well as registration of my vehicle in order to submit *** warranty claim. They did not call to ask for this information. We gave them copy of drivers license and registration. They said they would call when approved by ***. No calls.11/7/24- We had to once again physically go into *** dealer to request status. They said my vehicle was approved by *** on 11/6/24. They had not bothered to call and inform me. I finally received a rental vehicle.11/11/24- *** stated my radiator was damaged and needed to be replaced. I responded that I had not had any issues with my radiator and I would like to proceed with only replacing my engine which is covered under warranty. I agreed to a replacement the drive belt along with engine replacement. *** said ok.11/13/24 *** stated they would not be able to replace engine without also replacing radiator. My radiator never had issues. If my radiator was damaged my car would have over heated. I never had any issues with the radiator. I said no. I demanded only my engine be replaced. They said they cannot replace engine without replacing radiator. They threatened to stop work on my vehicle. I requested photos of my "damaged" radiator. Still have yet to receive photos. This dealership is horrible. Zero customer service. I cannot help but think they are trying to lie and say my radiator needs to be replaced to make money. If my radiator is damaged, they damaged it at the dealer. I had not had any issues with my radiator before it was in ***'s possession. *** should replace my radiator for free as well as engine which is under warranty.

  Business Response

  Date: 12/02/2024

  Please see attached 

• Initial Complaint

  Date:10/18/2024

  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.

  In May 2023, I purchased a 2023 Kia ****** from International **** The check engine light came on so I scheduled an appointment to drop off my vehicle so they could run diagnostics. Vehicle was dropped off on September 6th, 2024. The service department told me I have two warranties that are still active on the vehicle - the first being the power train (valid for the first three years) and another for being the first owner of the vehicle. The service **** *******, said there is definitely something wrong with the transmission. Your vehicle runs like its from the 1980s.. I was told the transmission needs to be replaced. When I asked why they dont replace it, they say they have to go back and forth with **** When I call for an update, Im treated terribly and told there is no update. They treat me as if Im a burden when I AM the one who should be getting upset. I havent had my vehicle for over 6 weeks! They say they dont have a loaner for me but I can rent one from enterprise and pay out of pocket myself. The reason I purchased a brand new vehicle was to avoid having vehicle issues! I have two small children and also I work, so its very difficult to get around without my vehicle. Im still making payments on it monthly since it was financed, not to mention all the extra gas wasted since it has been running on the wrong gear (their own words) this entire time. This vehicle has been nothing but problems and I need a complete refund at this point. It has been out of my possession for over six weeks and theres no date of when I will be getting it back. The problem the vehicle is having is covered under the warranty and they acknowledged this, yet they have not corrected it. They are breaching our contract and i demand a refund. ******* also told they would NOT provide me with a list of problems they checked/corrected. It makes me question whether they will even correct the problem but I honestly do not trust they will. You should be able to trust a business!

  Business Response

  Date: 11/04/2024

  Please see attached 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22441732
  
  I am rejecting this response because: it took 50 days for me to receive a loaner! That is unacceptable. My vehicle was dropped off at your service department on September 6th at 7am and I was finally offered a loaner vehicle on October 25th. I asked for a loaner more than a dozen times and kept getting told I could rent one from Enterprise and pay out of my own pocket. Why should i pay for a rental when I purchased a NEW VEHICLE that ran into an issue COVERED UNDER WARRANTY but the issue took 50 days to warrant a response? I am still making payments for the vehicle and continued to do so even while my car is in the shop, not available
  Complaint: 22441732
  
  I am rejecting this response because: it took 50 days for me to receive a loaner! That is unacceptable. My vehicle was dropped off at your service department on September 6th at 7am and I finally received a loaner vehicle on October 25th. I asked for a loaner more than a dozen times and kept getting told I could rent one from Enterprise and pay out of my own pocket. Why should i pay for a rental when I purchased a NEW VEHICLE that ran into an issue COVERED UNDER WARRANTY but the issue took 50 days to warrant a response? I didnt purchase a new vehicle anticipating it would break down and take 50 days to receive a loaner. You all should have done a lot more to make this right a lot sooner! None of my messages to the service department manager **** ******* were ever returned. I even have a screenshot where I asked about the loaner and was ignored. It took me messaging the BBB to finally get a loaner vehicle. 
  
  Sincerely,
  ******* ******

  Business Response

  Date: 11/15/2024

  Please see attached 

  Customer Answer

  Date: 11/20/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/01/2024

  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.

  On May 17th I brought my vehicle in for a tune-up & oil change all costing me $1112.31 at International *** in Orland. The car was finished that evening, I drove the car and on that evening, discovered that the car was coughing would not accelerate between 40mph -50mph, I felt unsafe on the highway. There was some part not disclosed to me by the ******* department, that had to be replaced do to the work that was done in error on the previous day, I took the car back to the dealership ******* ***** the next morning. I had to make a short road trip to *********************************** National Guard for my Grandsons pre graduation In ******* Illinois, they gave me a loaner The next week I made the trip to *********** for the graduation in my vehicle and back. After that trip I went to check my oil to discover that my upper engine cover was missing. I returned the first time and spoke with Service Manager *********************** he suggested that there was no engine cover and made intimations that the car did not come with one. I was taken aback that he would suggest such a thing. When I brought the car in for the initial work I had an engine cover. I told my wife and we went to the ******* department again a second time and ***** stuck to his story . I ask to speak to his manager *********************** who uncompromisingly ruled a decision not in our favor that he would not replace the engine cover and ushered my wife and I to leave. I thought the engine cover was misplaced by the upset technician, but I have deduced that through incompetency my engine cover was stolen/or just not returned to me at International *** ******* department. I have replaced the engine cover out of my pocket for $308 There must be some rule or law that covers the customer when they bring a vehicle in for repair it should be returned to the customer in like fashion. not missing a part. Please reimburse me that consideration of $308 dollars as its only fair.

  Business Response

  Date: 07/17/2024

  Please see attached 

• Initial Complaint

  Date:02/16/2024

  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.

  1/26/24 -Vehicle listed on their website as a *** ********* pre-owned vehicle -Test drive-tire pressure warning light was on, but we were assured that it was only due to the cold weather outside-Salesperson told us the vehicle was *********-ready (not *********, but we could pay extra to have it *********). Website still said the vehicle was ********* pre-owned. The manager said they would honor it as a ********* vehicle -After telling us the vehicle had 2 key fobs, they said it only had 1, but if we bought it, then they would get us another at no cost -Instead of a new key, the finance person told us that a ******** Choice Maintenance Plan would cover the cost for a key fob, but wed have to go to our local ********** later 1/27/24 -The *** AFTER we bought it, the tire pressure warning system came on again indicating that one of the tires was low. We put air in the tire, but after 30 minutes the warning light was on again 1/29/24 -Discount Tire shop checked the tire and said the wheel/rim was bent -Called International *** and told them that the wheel was bent. We live over 2 hours away, so the manager asked for pictures, which we didnt have. Then he blamed us for the issue (maybe you hit something) because he said his people had inspected the vehicle. The manager told me he'd call me back by the end of the day on 1/29/24 (he has not returned the call as of 2/16/24).2/1/24 -1st available service appointment at local *** ********** (****** *** of Bloomington) was 2/15/24 2/15/24 -****** *** ******** the right rear wheel was bent and recommended replacement (estimate=$1,013.34)- They also inquired about getting a new key through the ******** Choice Maintenance Plan but indicated that the claim was denied and the plan did not cover the key replacement (estimated cost = $524.32) - Emailed International Kia of Orland through their website to document this complaint again. - Created a case number online with ***************** (Case number *********.

  Business Response

  Date: 03/04/2024

  Please see attached. 

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  They resolved the complaint to my satisfaction. Thank you.

  Sincerely,
  
  ************************; 

• Initial Complaint

  Date:01/11/2024

  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 bought a used 2015 ***** Volt on Dec. 28, 2023 at the ******, as is. The next day, the heat would not work. I called the Kia ****** and asked *********, the salesman, and *****, the sales manager, to fix the heat. They said they would not fix the heat. I brought the car to a ***** ******, who said the heat only worked when the gas engine runs (which it does NOT run most of the time, as the car is a plug-in hybrid). This explains why, during the test drive, the heat seemed to work fine. Apparently the car was mostly using the gas engine, not the electric engine. I understand that perhaps the Kia ****** neglected to test the heater out without the gas engine running. However, that does not excuse selling a car that does not have properly working heat. The ****** should either fix the heat or reimburse me for getting ***** to fix it. There is no way that I damaged the heat system in the 12 hours after I bought it! Why would I even do that? It doesn't make any sense. But to be a major car ****** in the area and sell someone a car without proper heat is INHUMANE and BAD BUSINESS. You can't even DRIVE the car if the heat doesn't work!

  Business Response

  Date: 01/24/2024

  Please see attached 

  Customer Answer

  Date: 01/25/2024

   
  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 heat on my ***** Volt now works in electric and gas modes. The dealer repaired the electric engine heater at no charge and gave me a loaner car to use in the meantime. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:12/26/2023

  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.

  ****** the so called service manager is racist and rude. She told me to leave the premises because I wouldnt allow her or the worker be disrespectful and yell at me. Mind you they replaced two engines and an O2 sensor and my check engine light came back on. I need a Nox Sensor which is covered by my warranty. When I came in, they told me they could not service me unless I had an appointment in a very nasty tone. Meanwhile their appointments are 30 days out and they barely answer the phone. They told me to bring it in 12/26 when I called on 12/23 after calling for three hours and getting a voicemail. ****** called the police and I guess was trying to get m arrested for not leaving. When the polie came; we laughed and they helped me find another Kia ******** and I made an appointment. I filed a complaint with corporate in regards to her behavior and that nasty looking associate that works I interacted with. She stated she had three call offs today and even with an appointment; they couldnt look at my car. I can see why shes very hostile and evil. The general manager was notified.

  Business Response

  Date: 01/11/2024

  Please see attached 

• Initial Complaint

  Date:11/02/2023

  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.

  Since having the hyaudi vehicle for only 7 months the dearlership knew that those vehicle were known for carjacking, theft and seen my need at the time wanting a vehicle and use that against my vulnerable at the time. Me and my daughter been carjack twice twice theft happen and damages contact dealership for assistance were told can not help. Requesting that the dealership refund full down payment and take back ownership . Please assist me with this matter

  Business Response

  Date: 11/20/2023

  Please see attached.  

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 *** ***** It has about 112k miles on it. The *** has been experiencing loss of power due to cadylic converter( as we were told) Discovered the converter was on recall. Called dealership about a month ago and made appointments. I was informed car was not under the recall and for *** to fix the low power issue we would have to pay a $175 diagnostic fee which I agreed to. We were told that the car needed a brand new cadylic converter, pcv value, new tires and a slew of basic maintenance. My only concern was the converter. The service department unhooked the entire ****** on the exhaust and the cadylic converter and did not bolt the items back. Today I called the service department and spoke with ******'s assistant who in the mist of being quite rude insisted they left the bolts off the car to save the engine. This is definitely not how to do business nor speak to a customer. I am truly disappointed in *** as a brand and would like my diagnostic fee returned ASAP. I did not ask the dealership to return my car to me in a dangerous condition nor was I consulted on leaving the exhaust unbolted. I also found out that the diagnosis the car received was not why the car was loosing power. At any rate I want my fee returned.

  Business Response

  Date: 04/11/2023

  In the spirit of customer satisfaction and after investigation into the concern and a conversation with the client, a refund has been issued to the customer.