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:09/26/2023

  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.

  Purchased a brand new Kia ******** from this company November of 2022. Trying to contact them to get my vehicle serviced is next to impossible! Phone numbers send you through various computer prompts, never reaching a human, and no requests for callback have ever been returned (at least 8 were made).Finally got through to a human by calling the sales department, and they passed a message on to service which was returned the following day resulting in a service appointment being scheduled.Meanwhile the horn quits working.Finally had the service appointment completed, and the next day after the vehicle is returned the fan fails and the engine overheats multiple times, so now we have to have the vehicle towed. Again, today we have tried calling the service branch of this company multiple times, and still cannot get through to anyone who can help!!

  

  Business Response

  Date: 09/28/2023

   

   

  To whom it may concern,

  Today, Thursday, September 28th, I talked to *****************************. He accepted the proposed resolution and is satisfied. He is picking up his completed vehicle on Friday, September 29th. No further action needed.

  Please do not hesitate to reach out to me directly, should you need any further information.

  Kind regards,

  *****************************
  Customer Relations Manager
  ********************** *** of ********
  *******************************************************
  Office: ************
  Email: **********************
  
   *********************************************;                                     
   *************, 60035

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased Car: 11/13/2021 for $48,151 (Loan Amount) Initial issues with Forward Safety: January 2022 Brought back May 2022 when issues were not fixed They proposed crack in windshield near camera as solution, windshield replaced 6/13/22 Did not fix problem went back and forth with for months on issues that they were unable to replicate, and finally asked us to create a video record of the situation Video submitted of Forward Safety (after multiple attempts to bring the car in that *** did not have time for) 2/24/2023 and dropped car off with *** Email from with update to replace camera/radar assembly on 3/9/2023 Received car back ~3/10/2023 Scheduled additional Service to look at Shaking car: 4/21/2023 (have not had car since this time) Several interactions with *** since, but *** has still not been able to fix the car.

  

  Business Response

  Date: 09/26/2023

  The vehicle has been diagnosed and repaired per the manufacture guidelines. The vehicle is currently being worked on and evaluated. We are working with *** to assess and complete the repair. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20543375
  
  I am rejecting this response because:

  Kia's response does not adequately address the ongoing issues with our vehicle.  Since purchasing the vehicle we have experienced persistent problems that have severely affected its safety and performance.  Despite multiple attempts to repair the most recent problem, the issue still has not been fixed.  *** claimed that the problem has been fixed, but as of today we still have not received the car back.  

  I kindly request that the Better Business Bureau continues to mediate this dispute for a fair resolution, which I believe should be a refund due to the persistent issues and inconvenience. 

  
  Sincerely,

  *******************

  

  Business Response

  Date: 10/05/2023

  We are working with the KIA ***** technicians to resolve the issue. We are still waiting for the next step in response to the issue as we discussed with ******** on Friday.   The customer has been given a new vehicle to drive while her vehicle is being repaired and diagnosed.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20543375
  
  I am rejecting this response because:

  The response provided by *** is essentially a reiteration of the same information that we have been receiving since we last had possession of the car.  We have experienced consistent issues with the car, and despite their repeated assurances, our concerns have not been adequately addressed.  The repeated issues we have faced have caused us significant inconvenience and have raised questions about the vehicle's quality and reliability.  We understand and appreciate that *** has made efforts to address our concerns, however, we still believe that a refund is the most appropriate resolution at this point.  

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

• Initial Complaint

  Date:06/05/2023

  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 recently purchase a brand new 2023 Kia ***** GT manual May 26, 2023 at the McGrath Arlington Kia located at *****************************************************. We made sure to asked all the important questions before proceeding with the purchase. The sale rep ****************************************** promised a lot of things to which he did not held his words for. They need to train their employees better. I tried calling so many times, no answer. They've stole the Kia ***** mats out of the trunk even though ******* mentioned that they would stay with the car, there is a foam in the front of the car (see pictures) there is a scratch on the front passenger side... He said he would give me a call to get that taken care of... He never did. They supposedly have a 72 hours exchange policy... if the customer is not feeling the car anymore, I called way before the 72 hours, no one got back to me. That's frustrating, long story short. They have not reach out. Terrible experience. Shady dealership.

  

  Business Response

  Date: 06/08/2023

  The sales manager showed the customer on the Factory sticker stating that the vehicle did not come with factory floor mats. The customer did not purchase the protection package which allows the customer with the 72 hours exchange option therefore they would not be eligible for this.  The customer can bring the vehicle into the dealership so we can access the scratch and setup an appointment to get it taken care of.

• Initial Complaint

  Date:02/22/2023

  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.

  Purchased a car from the dealer. Per the agreement we agreed the payoff on the car was ********* per our signed and executed RETAIL INSTALLMENT CONTRACT. I told them I made a payment that day and it did not reflect that in the payoff. They told me its okay when the payoff happens any overpayment will be sent to me. Well 12 days later they called back to get an updated payoff and found that the payoff was less and they paid out less and took my over payment into income! They only paid ********* on Oct 26, 2022 when our agreement states they would pay $*********. They stole $542.49 from my payoff. When I called and called and called I had to finally call acura finance to get involved. *** agrees to refund my money but only if I sing some agreement saying I wont take legal action. I asked them to send me the agreement and they refuse too. I asked them to mail my payment to me and they are holding it hostage. They owe me this money and they refuse to give it to me.

  

  Business Response

  Date: 03/08/2023

  The check was mailed to the customer for the difference in what was collected versus paid off to the lienholder. In no way did the difference go to income nor was that ever stated to the customer.  As was told to ********************, the shortage was an accounting error and no malicious intent was made which is why the check was cut to ******************** AND cashed by the customer on February 27th. 

  Customer Answer

  Date: 03/10/2023

   
  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,
  
  *****************************