Complaints

This profile includes complaints for McGrath Kia of Palatine's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McGrath Kia of Palatine

  1400 East Dundee Road Palatine, IL 60074

  
• 

  McGrath Kia of Palatine

  1400 E Dundee Road Palatine, IL 60067-8317

  

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:10/29/2025

  Type:Sales and Advertising 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 2014 Infiniti Q60 coupe the advertising price was 9.995.00. But I see on my paperwork price of vehicle was 13k. This is my first time purchase a vehicle and I like the vehicle but now Im having transmission issues. Took it to 2 different auto shops my transmission fluid is black as TAR. I only had this vehicle 6 months I purchased it in April 2025. I called to talk to a manager about these issues still waiting on a call back. Other dealership and auto shop stated transmission had to been going bad due to the fluid is black.

  

  Business Response

  Date: 11/03/2025

  hello,

  The vehicle was sold as-is, as clearly stated and acknowledged by the customer at the time of purchase. The Infiniti Q60 successfully passed our inspection prior to sale, and unfortunately, it is impossible to predict mechanical issues that may occur several months after purchaseespecially after six months of regular use without reported issues.
  Additionally, the customer declined to purchase an extended service contract, which would have provided coverage for future repairs. Our team has made multiple attempts to reach the customer after being notified of the concern in order to offer assistance, but we have not received a response. We remain willing to discuss possible next steps should the customer choose to contact us directly.

• Initial Complaint

  Date:08/08/2025

  Type:Sales and Advertising 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 July 23, 2025, I purchased a 2026 Kia ******** SX Prestige from McGrath Arlington Kia in ********, **. Despite clearly refusing additional warranties during discussions with the salesperson, two unauthorized EG Assurance warranties ($2,000 and $995) were added to my contract, inflating the financed amount to $54,136.13. Additionally, the dealer secured a 7% APR loan through ****************, higher than Kias advertised 4.25% APR, costing me an estimated $4,130.51 extra over 60 months. A $15 Tire Fee and $35 Electronic Filing Fee were also included without clear explanation. I emailed the dealer to address these issues, but received no response, further eroding trust. As a repeat Kia ********* I am disappointed by *********************** lack of transparency and failure to honor our agreement.

  

  Business Response

  Date: 08/25/2025

  I hope this message finds you well.
  Mr. ***** purchased a vehicle from us on July 23rd of this year. Throughout the sales process, both the salesperson and sales manager clearly explained the pricing structure and available offers. It was thoroughly communicated that KIAs special finance rate and the rebate discount cannot be combined, and Mr. ***** agreed to the final price based on this understanding prior to the credit check and financing approval.
  During the financing stage, we followed our standard procedure of presenting optional services. These services are entirely at the discretion of the customer. As shown in the attached documents, Mr. ***** opted to include these services and signed off on them accordingly. Additionally, he reviewed and signed the final financing contract, which clearly outlines the APR he was approved for, prior to signing.
  Regarding the $15 fee, this is a standard city fee applied to all new vehicle sales made from this location. It is charged by the city and not something we control or profit from.
  Please let us know if you have any further questions or need additional documentation. We are happy to assist.

  
  Best regards,

  Rani Wadeea

  General Manager of McGrath Arlington KIA 

   

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23720663
  
  Thank you for facilitating McGrath Arlington Kias response to my complaint regarding my purchase of a 2026 Kia ******** SX Prestige (VIN: *****************) on July 23, 2025. I appreciate the opportunity to clarify my experience in response to the dealerships statement, as their account contains several inaccuracies that do not reflect the events of the purchase process.
  McGraths response claims that both the salesperson and sales manager clearly explained the pricing structure and that it was communicated that Kias special finance rate (4.25% APR) and rebate discount could not be combined. This is incorrect. I never spoke with a sales manager during the purchase process. My sole point of contact was the salesperson, *********************** to whom I explicitly statedon two separate occasionsthat I did not want any additional services, warranties, or coverage added to my contract. Mr. ********* presented handwritten figures that aligned closely with my own calculations, resulting in a total amount financed of $51,281.88, which I signed off on (as shown in doc3.pdf provided by McGrath). At no point was it mentioned, verbally or otherwise, that Kias 4.25% APR and any rebate could not be combined. This information was never communicated during our discussions.
  In the financing stage, I mentioned to the financial manager, Mr. ***** *******, that I am an existing Kia ******* customer (due to my financed 2022 Kia ********* EX) and expected Kia ******* rates to apply. I was informed, for the first time, that this loan wont be done via Kia *******, with no explanation or disclosure about the 7.09% APR through ****************. Mr. ******* presented two monthly payment options$1,077 and $1,115labeled as McGrath Standard and McGrath Preferred. He did not mention that these included additional third-party services from EG Assurance ($2,000 and $995). I mistakenly assumed these figures reflected dealer-included perks or standard pricing, as the $1,077 was close to the $1,056 monthly payment derived from the $51,281.88 amount in doc3.pdf. In good faith, I selected the $1,077 option, believing it aligned with our agreement.
  Upon reviewing the contract at home, I discovered the unauthorized EG Assurance warranties, which inflated the financed amount to $54,136.13 (as shown in doc2.pdf), a clear discrepancy from the $51,281.88 I agreed to (doc3.pdf). This confirms that McGrath added services I explicitly declined. I acknowledge I should have reviewed every page more closely, but after spending three hours at the dealership, I was fatigued and relied on the assumption that my agreement with Mr. ********* would be honored. The presentation of documents on an outdated iPad, scrolling quickly to signature fields, further obscured these discrepancies. I was naive to trust that McGrath would respect our verbal agreement.
  Regarding the $15 Tire Fee, described as a standard city fee, this was not disclosed during negotiations, nor was its purpose clarified. The $35 Electronic Filing Fee was similarly unexplained. McGraths failure to respond to my emails to Mr. ******* and General Manager ****** *** forced me to cancel the EG Assurance warranties directly, reducing my loan balance to $51,141.13. However, the 7.09% APR continues to cost me approximately $4,736.60 more in interest over 60 months compared to Kias advertised 4.25% APR.
  As a repeat Kia ********* I am deeply disappointed by *********************** deceptive practices and lack of communication. I look forward to the BBBs assistance in facilitating a resolution to address the unauthorized services, inflated financed amount, and higher-than-advertised APR.
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/04/2025

  Thank you for the opportunity to address the customers continued concerns regarding the purchase of the 2026 Kia ******** SX Prestige (VIN: *****************).
  We would like to respectfully reaffirm that all pricing, financing terms, and optional products including third-party coverage were thoroughly disclosed and agreed upon at the time of sale. The customer was presented with all options in detail and provided signed acknowledgments for each selected item.
  
  Specifically:
  
  The customer reviewed and signed all documents related to the financing structure, interest rate, and additional products, including EG Assurance coverage.
  These documents clearly outline the final amount financed, APR, and any associated fees, and the customers initials and signature appear on multiple pages confirming consent.
  We have documentation which has already been submitted that shows the customer authorized the inclusion of optional coverage and selected the financing terms presented during the process.
  The presentation of documents followed standard compliance procedures, including digital review with clearly visible disclosures.
  It is also important to note that customers are given the opportunity to decline any optional products, and we maintain a transparent process to ensure that selections are voluntary. The financing terms and lender (**************** in this case) were included in the final contract, which was signed by the customer.
  
  We understand the customers concerns and regret that there is any dissatisfaction. However, the full paperwork shows that the process was transparent, documented, and authorized through customer signatures.
  
  If any additional clarification or documentation is needed, we are happy to cooperate.
  
  
  Sincerely,
  McGrath Arlington Kia
  Rani Wadeea 
  
  

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23720663
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,
  I no longer have the desire or time to continue this pointless correspondence with McGrath Arlington Kia regarding my purchase of a 2026 Kia ******** SX Prestige (VIN: *****************) on July 23, 2025. The only part of the transaction that was reasonably well-conducted was the initial approval of $51,154, which, after taxes and fees, totaled $51,281.88 as presented in doc3.pdfthe amount I agreed to with the salesperson, *********************** I expected the finance manager to prepare documents consistent with this agreement, but the financial terms were never presented or explained during the process. The only trace of these terms appears in fine print in doc1.pdf, where Mr. ***** ******* presented warranty and service options I had previously rejected twice with the seller. The manner of document presentation was ambiguous, and I was never informed of the loan terms, including the 7.09% APR through **************** versus Kias advertised 4.25%.
  McGraths claim that I reviewed and signed off on these terms is misleading. After three exhausting hours, I relied on the good-faith assumption that my verbal agreement with the salesperson would be honored, especially given the rushed presentation on an outdated iPad scrolling to signature fields. The inflated financed amount of $54,136.13, including unauthorized EG Assurance warranties ($2,000 and $995), directly contradicts my instructions and the initial $51,281.88 figure. I have canceled these warranties with EG Assurance, reducing my balance to $51,141.13, yet the higher APR continues to cost me approximately $4,736.60 more in interest.
  I will never return to McGrath Arlington Kia for maintenance on my current two Kias or for the purchase of my next two vehicles within the next 12 months. Their shady and unfair practices do not encourage further business, and I leave this matter to the BBB for resolution. Please ensure all further communications are via email.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/22/2024

  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 2021 *** K5, April 13, 2021. Which included a cash down payment of $9000, trade in (2011 Pontiac G6) & monthly payments @ $448 for 36 months. I was told by the young salesman they had a special with no financing charges. The vehicle was priced at ****** (a little under ******). I was excited my first big purchase of a brand new vehicle. April 2024 I was supposed to receive my title I found out I was locked into a lease. I was gaslighted, humiliated I was told I had to return or finance the vehicle. I was also told the person that sold me the vehicle is no longer employed by the company. Devastated, I took legal action only to find out the lawyer I spoke with was friends with the owner of *******. He didnt take my case and sent me a $1000 invoice. PLEASE HELP

  

  Business Response

  Date: 12/26/2024

  To Whom it may concern,

  Attached, a copy of the Lease Agreement for the customer ******* ******. As shown on the first page, on the top right, the title " Motor Vehicle Lease Agreement", where the customer put her initials "KG" at the bottom of the same page as "Lessee Initials". On the 3rd page, the customer signed and put her initials at the bottom as the "Lessee ". For the rest of the pages, it shows the customer put their initials at the bottom of every page as the " Lessee". 

  How did the customer sign the Lease agreement and initialed each page as the "Lessee" without knowing that she was Leasing the car?

  However, the customer can still buy out the car from the dealership to own it. If the customer is open to buying the car, she can contact me directly and I can have our Sales Manager reach out to her.

  Happy Holidays,

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

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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.

  Date 9/18/2024 Amount $42,500 I have contacted the business on numerous occations, speaking directly with the sales person and leaving messages. I have never received the second vehicle that was promised. I have never received any paperwork on the sale of the vehicle including the purchased warranty.

  

  Business Response

  Date: 10/25/2024

  To whom it may concern,

  I just had a conversation with Mr. **** ********, promised to have my Finance Manager email him the paperwork before the end of today and regarding the second key explained that with used cars, customers get only 1 key guaranteed. 

  The issue is being resolved with the customer.

  Please reach out to me for any questions or concerns.

  Thank you,

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

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising 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 July 17, 2024, I traded in my 2020 Chevrolet Silverado 1500 pickup for a negotiated price of $31,500.00 and purchased a Kia ******* for $43,355.00. After the purchase and at home the following day, I printed the sales documents given to me on a thumb drive, I noticed the financial numbers on the contract are different than the negotiated value for the trade in of $31,500.00. On the document ITEMIZATION OF AMOUNT FINANCED, section 2 states trade in value of $29,000.00 were as it should be $31,500.00. After my findings I went in person to speak with the sales general manager and he verbally explained the difference of $2500 was paid by them in sales tax, however the document ITEMIZATION OF AMOUNT FINANCED does not show that. $2500.00 are unaccounted for in the document.Also, in section K there are charges never agreed upon such as $15 tire fee, maintenance fee, for $500, and a key replacement fee for $500. The only agreed upon service is the service contract fee, however the negotiated price is $1800, and that line item states $2000.

  

  Business Response

  Date: 09/03/2024

  To whom it may concern,

  Regarding the trade in value, the customer was notified in writing that the ****** trade in value is at a the effective allowance. By subtracting the $2,465 Trade tax savings, the remaining is the $29,000 (please see the attached document showing this break down)

  Regarding the maintenance and the key replacement fee, please find the attached Accepted and Declined Coverages. 

  The customer agreed to 3 packages: 

  1: Tech or extended coverage. (maintenance fee)

  2: The Service Contract.

  3: Key replacement fee 

  Please feel free to reach out to me for any questions or concerns.

  Thank you,

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

• Initial Complaint

  Date:06/19/2024

  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.

  Since nothing is really on paper it is all computer he scrolls so fast you cant even read the papers. Then gives you everything on flash drive. The sales price went from ******** to over ****** I believe this is with the McGrath warranty which by the way it is ******* not worth if buying a used car, which I did, the only thing you get are the mats and windshield protection. They certainly did not tell me that until I asked for the door edge guards. Then the finance ********************* they will cover your oil changes to find out there is a ****** fee for maintenance. Then another fee for ******* believe this is for a tech agreement which I agreed to, thinking the oil changes were for free. No brochures or anything on these things. They bring me a car fax for my car 2013 Buick encore. ****** miles fair condition saying it is worth 4******. They end up giving me ******* for it as my payoff is *******. Never telling me what they were giving me and I asked them for *****. To find out they have it on their lot for ********* . I guess a ******* profit was not good enough for them. They needed 6000.I dont find this place reputable at all. Wont do business with them again and my siblings are looking for cars would not recommend them at ********* find out there is only one key and get told go through a locksmith it will be cheaper.

  

  Business Response

  Date: 07/15/2024

  To whom it may concern,
  

  We had this car for $16,800 internet price. Ms. ***** agreed to purchase the car with the optional protection package which is $2,995 but she was negotiating the price. In order to earn the customer's satisfaction, we were able to work the deal out and Ms. ***** paid only ****** pre-tax for the vehicle including the protection package. So, the customer got the protection package for $1,457 instead of $2,995.
  

  Then in the finance office, the customer bought 6 years of extended warranty and 6 years of maintenance (2 oil changes and 1 Tire rotation per year) in addition to the Tech agreement. (Please find the attached documents with the customer's signature)
  
  As far as the trade-in value, unfortunately the car has a blown Turbo. However, the customer is more than welcome to buy the car back from the dealership for the same value.
  
  Please feel free to reach out to me for any questions or concerns.
  
  Thank you,
  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: *************
  
  
  McGrath ********************
   ***************************;                                     
   *************, 60035

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21873902
  
  I am rejecting this response because: I would like to have documents showing the 6 yr extended warranty and what is covered.   My mailing address is on file with McGrath.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/17/2024

  To whom it may concern,

   

  We will mail the extended warranty coverage and the Maintenance Plan coverage with detailed explanation for both to Ms. ************************* home address. It may take from 7 to 10 business days to reach the customer.

   

  Please fee free to reach out to me for any questions or concerns.

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

• Initial Complaint

  Date:05/07/2024

  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 bought a 2018 ******* ******* from Mcgrath **** in Arlington heights last year sometimes in May. This was financed through Ally Auto *************).I was making steady payments for the financed car until sometimes during the year that i was unable to meet up with te payments due to some personal reasons. I had to give the car up for repossession in January 2024, and I got a letter from the financing company that after the car was sold and all outstanding deductions made, I had a cancellation refund of $1, ****** and the cancellation refund payee as mcgrath kia ********* When i contacted Mcgrath **** for my refund, they said **** Auto didnt send them any refund, however, a call baclk to Ally auto confirmed the refund was indeed sent to Mcgrath ************* and teh refund was acknowledged by them as well.

  

  Business Response

  Date: 05/28/2024

  To whom it may concern,

  *** ******* charged us back $1284 for the cancellation of their VSC contract. Attached, the letter from *** with specific instructions to not issue the refund to the customer or *** ******* as theyd be debiting our dealer reserve. 

  Please reach out to me for any questions or concerns,

  Thank you,
  
  *****************************
  Customer Relations Manager
  ********************** *** of Palatine
  ************************************************************
  Office: ************
  Email: *************
  
  McGrath *** of *************
   ***************************;                                     
   *************, 60035

• Initial Complaint

  Date:03/06/2024

  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 was in desperate need of a car primarily for commuting to work and maintaining a steady income. I was notified by Kia ********************** via email and phone that I would be guaranteed a functioning and reliable car I could drive off the lot with after filling out some information. I acquired the vehicle on 01/18/2024 and made a $1000 down payment as well as a $349 monthly financing fee. Ive provided the dealership overall $1349 with the guarantee of a used car that underwent inspections and up to date maintenance and I would not have any problems and if major problem with the car did arise, I wouldnt have to worry as my warranty with the vehicle would cover costs. On February 29th 2024, a little over a month after getting my vehicle, my check engine light started to bling and the driver display screen displayed service stablitrak accompanied with the vehicle shaking and vibrating vigorously while driving and while parked. The engine was making loud noises and working extra hard when I was accelerating. I took my car to the dealership mechanics with confidence I would be covered by my warranty should a major repair arise. Unfortunately, after taking my car in and being told I had to pay $1001 for new ignition coil pack and spark plugs and my warranty did not cover any of these costs which was confusing and frustrating as I was made aware that was the whole point of a car warranty. *** left a message for the sales manager and my car dealer *********************** about this issued but have not contacted me back since they are in meetings. *** talked to the mechanic who diagnosed my vehicle and he told me there was nothing he could do on his end. Also, I was hit with a $170 diagnostic fee when I overheard another customer say hers was $80. I dont know why mine was doubled.

  

  Business Response

  Date: 03/11/2024

  To whom it may concern,
  
  Unfortunately, ***************************** bought the pre-owned car AS IS after having a Pre-Delivery Inspection. The car was working well, and no issues showed. The customer declined all the warranty coverages offered to him by the ******************* Attached, the Declined Coverage Form signed by the customer. 
  Also, spark plugs and Ignition coils are parts of preventative Maintenance, especially if the car has high mileage (****** miles)  . When the customer first came back with his concern, we inspected the car again to find any other issues with the car so we can replace it under the 3 months/3000 miles warranty, we found nothing other than the preventative Maintenance ones mentioned.

  Please feel free to reach out to me for any questions.

  Thank you,

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

• Initial Complaint

  Date:03/03/2024

  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.

  When I purchased my *** I bought GAP and an extended warranty. I have since sold my vehicle and purchased a new one on 1/1/24. I called the McGrath *** to get the forms needed for my gap and warranty cancellation for reimbursement. The finance manager/ anyone in finance is hard to get a hold of via phone and does not respond to emails. I was finally send the documents needed for me to complete for the refund. I sent all needed forms and signatures back via email and heard nothing. I called 3 times until I could get an answer and I was told they were submitted when I sent them in on 1/8/2024. I was told it would take a couple of weeks to get my check. Two weeks went by, no check. I then made several more call attempts to the finance **** and then someone told me it would be 6-8 weeks to get my check. I am now here on 3/3 with still no check. I have called into the dealership again to try to seek the number of the warranty company to see what is going on and no one will return my phone calls. And I know for a fact the car industry is not so busy that they could not return a voice message for days. I am owed around $2800. That would go a long way for bills and its what I am owed for cancelling my warranty / GAP that I paid for. I need assistance as I feel this dealership is holding my money and I worry I will never receive it. I have cancelled GAP from another dealership in the past and has zero issues and received my money in a timely manner so I know this is not the norm.

  

  Business Response

  Date: 03/19/2024

  To whom it may concern,

   

  The issue has been resolved with the customer. *********************** was fully refunded for the Gap coverage on March 14.

  Please feel free to reach out to me for any questions or concerns.

  Thank you, 

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

  Customer Answer

  Date: 03/20/2024

   
  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:01/14/2024

  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 certified pre owned 2018 Kia ******* fall of 2023 for a total out the door priced of ******. Before doing the deal I pointed out the the drivers door handle was missing the key hole cover. The salesman promised me he would have it installed before I bought the car. The deal went past the time the parts department was open so he said it would be sent out to me as soon at they were open. Then weeks went by and I still didnt have it, they said sorry itll be there next week. Then another two weeks it wasnt here and they said sorry that guy doesnt work here anymore that sold the car to you, Im the manager Ill get right on it. Another month went by and I still didnt receive it he said sorry it will be there in a week. Now another month later and they wont return my calls and I still dont have it. It is a micro blue colored driver side door handle key cover. Not asking for a lot come on. Cant believe it came to this. All that matters is they cashed my check I guess.

  

  Business Response

  Date: 01/30/2024

  To whom it may concern,

  I called the customer at 9:04 am today, and left a voicemail. Then I emailed him at 9:55 apologizing and informing him his ordered door handle cover is here and ready. I also, offered the customer to mail the part to him since he lives in *******. Once the customer calls me back or responds to my email, we will mail the part to his address. 

  Please feel free to reach out to me for any questions or concerns.

  Warm regards,

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