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:03/24/2025

  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.

  All
  My vehicle Kia EV6 2024’ was taken to this dealership to have the charge portal replaced for being faulty. It was at dealership for 3 wks. In their possession the entire time.
  When I picked up the vehicle 3/21/25. It was covered in hail damage.
  When I asked if the dealership was going to fix this they stated it was my problem.
  The dealership failed to properly care for my property while in their care. I garage my vehicles and if the vehicle was in my possession it would not have been uncovered.
  They said this did not matter.
  All I want is the dealership to make the repairs to the hail damage that occurred while the vehicle was in their care. They did not take appropriate actions to ensure the vehicle was protected and I should not have to claim this on my insurance.
  This is a lease vehicle. I will incur lost value because the damage that occurred their possession even if it is repaired
  I would like to either have this vehicle repaired by the dealership or replaced by another vehicle same make model and miles.
  This vehicle will have diminished value even if the repairs are made.

  Business Response

  Date: 04/10/2025

  This hail damage event was an "ACT OF GOD" or from Mother nature and was completely out of our control. The vehicle was parked on our parking lot, our policy clearly states on all RO's signed and Signs in our departments, that we are not responsible for loss while the clients vehicle is on our lot.  The customer will have to contact their insurance company and get it resolved through them.  

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my vehicle 11/13/24 with ***** ******* He told me they “might” look at my car this week, took my phone number (incorrectly). The next week i called and was transfered several times. ***** said that my car was being looked at but was giving the tech "lots of issues" but I would have answers by the next morning. I call back late the next afternoon. My car hasn't been looked at yet, but will have answers before the end of day
  I call the next morning and I'm told the vehicle needs a $10k repair
  I ask for a trade in value, I get transfered to sales
  They take information, I clearly stated I want a trade in value only. Dom then calls me 2 times to try and sell me a brand new k5 for a much larger payment that I'm making now after being told that I would want a cheaper payment not caring about what car I get the first time he called.
  I request a repair estimate from service
  I recieved an email from ***** “seems to be they did an updated quote earlier this evening I included my parts manager just incase anything is wrong with this quote because this is the first time I've seen it that's not listed at the $10k part. it DOES NOT include labor”
  Common practice is that any repair estimate will also include labor.
  The email ***** sent me didn't include the estimate
  I emailed ***** back requesting the estimate again shortly after and I get no response so I Called parts directly and get the estimate myself
  The estimate I do recieve has a price of $1703.98
  I do believe that they saw value in my car, It is in good condition other than this current issue and also has low milage. they saw a young woman and believed me to be naive and planned to extort me into selling them my car cheaply so that they could turn around and sell it for $20k as well as purchasing a vehicle from them.
  I kindly request that the service manager reaches out to me ASAP at ************ (my correct phone number)

• Initial Complaint

  Date:09/09/2024

  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.

  August 2024
  I traded my 2015 Nissan Altima and gave $500.00 in cash
  I have had my 2015 Kia Soul for 2 months now have not been able to register it because BMV says there is a Tax lien on this vehicle my temporary Tag has been expired for 3 weeks now I went to The Kia Store and they said the lien has been paid off but they failed to show me proof of the lien being paid off. I tried to explain to the guy **** from Kia Store that this is no fault of mine I shouldn’t have to drive around on a expired Temporary Tag and take a chance on getting pulled over.

  Business Response

  Date: 09/27/2024

  ****** **** has been responded to with the following information, we are waiting on the IRS to resolve the tax lien on her vehicle purchased from our store.  The state of Indiana will not allow us to issue a 2nd temp tag on the purchased unit.  We also cannot give her a dealer plate as it also is against the statues of the state to issue a dealer plate for a non employee.   We have been working with the fed government to resolve this issue, as of today it is not resolved and we will stay in contact with mrs. Neal as we have updated information from the IRS.

  Customer Answer

  Date: 09/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We spoke to someone last month and they said that the previous customer is to pay the tax lien off and we just had to wait for that to happen.I am now going on over a month now driving my vehicle with expired temp tag. The finance company said they would be willing to switch the loan to another vehicle. I just don’t understand why you all would sell a vehicle to me with not one lien but two.
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21st I bought my car I traded in my old car which had an extended warranty that I purchased through Kia okay. My first bill wasn't due until March 21st on my new card I get a letter in the mail that I have late fees from my car that I no longer own which is the car I traded in I called the bank they say that KIA has not paid off my vehicle so I had to go up there and complain about that and they told me if I didn't want it to go against my credit then I can pay it. I told them they could pay it since they're the ones who aren't paying the bills on people's cars when they buy them in on trade. At the time I sign in I was told that I would receive about $800 from my warranties. Here we are May 5th and now they won't have amnesia and act like they don't know what I'm talking about I cannot get through to not one person no one calls me back I'm contacting the attorney general we call the warranty place they State and I have a letter from the warranty place that KIA owes me $705.98. when I go up there in person I get yoyo'd nobody knows anything one person there in particular looks like a deer in headlights I don't nothing's registering. So I have no other choice but to reach out to the BBB the attorney general and DFI it is illegal in the state of Indiana to hold something that is not yours that refund goes to the consumer which is me it's not for Kia to keep I've never experienced this in all of my years of buying vehicles somebody needs to go in there and clean house they need to be investigated like nobody's business they're running the shiftiest business that I've ever seen in my life and they need to go down for it I'm sorry but whoever owns it now if they changed hands or what ... because they're robbing people they need to be investigated it's absolutely absurd that somebody can keep something that's not theirs this property is not theirs I paid for it that money goes back to me they're refusing to give me my refund do not go to this dealership.

• Initial Complaint

  Date:03/02/2023

  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.

  I have been trying to reach out to Kia of Clarksville about what all my warranties cover because the oil in my engine keeps disappearing! I have my oil changed every 5,000 miles I was told every 7500 would be ok but for some reason my oil keeps burning all off! My mechanic says it's the recall they performed and wasn't done right, so I know have to take my car every 4000 miles to make sure my engine isn't out of oil, I have called multiple times to on get transferred to finance, and no one ever answers the phone ever!!!!! I have left detailed messages asking to get information on my warranties. I have a 2020 kia soul with 73,000 miles on it.

  Business Response

  Date: 03/14/2023

  This is in response to Case #******** ******* ******

  We have reached out to *** ****** there is an appointment set for her to verify oil consumption on her vehicle.  We have contacted KIA Corp for the process of determining potential warranty repairs for her listed under warranty code PI1805 for oil consumption. We cannot deny or confirm any issues at this time until we are able to perform scheduled testing on her vehicle, under strict warranty guidelines per KIA Motors of America.  *** ***** has been contacted and spoken with about this process, we are working with her to resolve this issue as soon as we can.

   

  --
  

  Customer Answer

  Date: 03/15/2023

  
  
  ****** ******** *******
  
  
  
  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:01/17/2023

  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.

  I bought a 2021 Kia Sportage brand new October of 2020. In November 2022, the car died and the engine stalled. Kia was't able to look at my my car for over 3 months to determine the issue, so I brought it to an independent mechanic. That mechanic reported that it was not an owner or maintenance issue, that it was a faulty engine and that Kia Sportages do this regularly. Due to Kia's time restraints and my need for my car to be drivable quickly, I agreed to have the independent mechanic repair it, despite the fact that I had a warranty. Approximately 6 weeks later, the repair shop called and reported that sent them the wrong engine and was not able to send them the right engine because they don't have enough of them to give outside shops citing "catastrophic engine failures" for this particular engine. I was left without an option but to have it repaired at Kia. I had it towed to Kia Clarksville, IN. They were able to look at my car within a week, and asked for oil change records. They offered to send a video to Kia in lieu of the records if that was easier, but it would be $260 if the warranty didn't cover the repair. A week later, I was asked for the oil records anyway and still charged. Then I was told Kia was refusing to fix the engine due to lack of maintenance despite oil change records showing compliance with the standards of the engine. I was then quoted $12,000 to repair the car. I have to park it, as I can't pay that, and continue to make the car payment on a ruined car I purchased solely for the 10yr/100,000 mile warranty. They should replace this engine under the agreed upon warranty.

  Business Response

  Date: 01/24/2023

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

   

  I contacted ** ****** ********** and explained Kia's process for submitting potential engine replacements and the scrutiny of that process.  Her engine was declined by Kia due to lack of maintenance, and they determined that by looking at the videos we sent, ****** and any records she provided.  She understood and I let her know that I was able to find an alternate option for replacing her engine and instead of the original quote of almost $12,000 we could get it done around $5500.  She agreed to that option and I am currently waiting her ****** pre-approval to get the parts ordered.  She said she was happy with that resolution and would contact the BBB to get the complaint closed.  Please let me know if you need any further information.

  --
  

• Initial Complaint

  Date:01/13/2023

  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.

  On January 1, 2020, my husband and I purchased a 2020 Kia Sportage. The finance officer offered us a service agreement for approximately $900 to cover oil changes until the vehicle had 105,000 miles or 7 years. Whichever came first. Not one time did he mention there was a limit to the number of oil changes, or the number of miles required between oil changes. My husband asked, "you will change the oil every 5,000 miles until it gets 105,000 miles?" He said "Yes". He stressed that we would not have to pay for an oil change until our vehicle had 105,000 miles on it. For 2 1/2 years we changed the oil every 5,000 miles because that's when the service department told us to. Then, we were told we only had 4 or 5 oil changes left on the agreement and we were having the oil changed too frequently. We had it changed when we were instructed to by the service department. Apparently, there is a limited number, and they should have been done every 7,500 miles. Our vehicle now has 60,000 miles and they want to change the oil every 7,500 miles. I believe we were misled by the finance department and Kia should either honor what we were told or refund our money. If they young man had said it only covered until 105,000 miles with oil being changed every 7,500 miles, we would not have purchased the service agreement.

• Initial Complaint

  Date:01/09/2023

  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.

  I have a 2018 Kia Sorento. Around March of 2022 it started using at least 2 quarts of oil every other day. This continued all through the year and eventually my check engine light came on and system gave me a warning. I took it to **** ********** ** Brandenburg Kentucky. He informed me there was a burnt valve. I then scheduled an appointment with Kia. I first called Kia of Clarksville since that is where I purchased the car. They couldn't get me an appointment until the end of February. I made an appointment at Kia on Preston Highway. After examining my car they informed me of the same findings and that there was a hole in the piston as well. They wanted to know my plans since the car needs a new motor and it would not be covered by any warranty or recalls, and informed me I would be charged a storage fee if I didn't come get it soon. I went the next day to pick it up. They informed me that I should not drive it and I had them tow it to Kia of Clarksville. Clarksville inspected the car yet again to determine the same findings. I went to the Clarksville location today to figure out what is going on. ******** ******* stepped in and said she would handle all of this that it should have never went this far. She verified in their system that I paid for the extended warranty and that she would take care of everything for me. I left relieved thinking we were finally getting somewhere. She called me about 15 minutes after I left to inform me my warranty was no longer in affect and we would have to figure something else out. I'm way past my patience with them and not sure what to do from here.

  Business Response

  Date: 02/09/2023

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

   

   

  In response to complaint ID *********
  
  We have spoken to *** ******* about her issues with her 2018 Kia Sorento.  The warranty on her vehicle has been expired for sometime but we did look into a warranty extension with Kia.  After reviewing the situation with *** ******* we were unable to get coverage on the vehicle with the warranty extension.  Kia of Clarksville offered her a discounted rate on replacing the damaged motor and also attempted to trade her out of the vehicle.  *** ******* has declined both of these options at this time and will reach back out if she changes her mind.  Please let us know if you need anything else.  We will consider this complaint closed.
  
  ******* *******
  ***** ********* *******
  *** ***** ***********
  ************

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I refused both options Kia presented to me because they were unfavorable and unreasonable for me.  Neither of the options they presented me addressed my issue that i took my car in for.  They have continuously avoided the underlying issue.  They reported on 2 recalls that are irrelevant to my car or the problem.  The 1 recall my car IS included in was not even mentioned. included a picture that shows my car is part of the ***** ******** Kia neglected to do any of the required tests needed to determine a faulty knock sensor.  Which, if determined to be faulty, would qualify me for a free new motor. 
  
  
  
  Regards,
  
  
  
  ******** *******