Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21, 2025, I brought my 2020 ******************************* *** in Highland, IN for an oil change, tire rotation, and a multi-point inspection. I specifically asked if they would check the brake pads and rotors and was told they would inspect everything and report any issues. I received paperwork confirming a multi-point inspection was completed, but no problems were reported.However, less than two weeks later, I took the vehicle to ******** due to a check engine light. Their inspection revealed multiple serious issues that *** failed to mention: front brakes with only 10% life remaining, rusted rotors, unevenly worn tires, and a P0420 engine code indicating a failing catalytic converter. These are issues that should have been obvious during a proper inspection.This failure to report critical safety and maintenance problems shows clear negligence and has now cost me additional time and money.

  Business Response

  Date: 06/10/2025

  Hi Miss *******,

  Thank you for reaching out and I'm sorry you feel we did not perform the service to your expectations. We do value your business and having trust in our dealership. I pulled the service ticket and saw you were only charged for the services performed. ******** and filter change, wiper blades and tire rotation. We do a minor visual inspection for free and it was noted on the inspection your front brakes are a 6 mm (which means you still have time before replacement depending on your driving style) the tires were noted at 3/32nds in the front at 4/32nds in the rear. We would have loved to sell you brakes and tires but at the time I believe the Advisor still thought you had some time. To help if you still need the service performed I would offer you 25% or if you need any additional services in the future I would off you an additional 15% off. Again thank you

• Initial Complaint

  Date:04/01/2025

  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.

  Transaction date is 3/31/2025 I made a purchase of a 2017 Nissan rogue it was closing time and they were ******* I was told by ****** that if it was an issue with the car I can bring back the next day and that is what I did I drove the car home got up the next day didnt have the car 12 hours soon as they opened I requested a refund because the car takes off slow when begin to drive ****** told me she would have to wait on her manager who got there and tried to hurry and push paperwork with the bank to remind you nothing has been processed the bank hasnt contacted me it hasnt been 24 hours he told ****** to make sure the paperwork went through them proceeded to tell me that I cant have a refund drove the car and said it might be the power train but the paperwork said theres no problems with the car

• Initial Complaint

  Date:12/13/2024

  Type:Product 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.

  Its been 9 weeks since I emailed the warranty company my cancelation request. October 7th I emailed the warranty people my cancellation request and understood it could take several weeks. I spoke with the dealership the week of November 11th for status of refund. The representative stated had I come thru the dealership directly the refund would have processed sooner and shed be in touch IF she saw my name on some report. I called again yesterday 12/12 and was advised I would receive a call back today 12/13 and havent heard anything. Im looking for my refund Im owed from canceling my extended warranty coverage October 7th. The customer service has dramatically declined which is why I traded in the *** and cancelled the warranty.

• Initial Complaint

  Date:07/31/2024

  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.

  2023 *** ******* with ***** miles went engine seized. Thomas *** of received the vehicle 5/26/2024. We were asked to provide proof of oil changes at this time to show we did not neglect the vehicle. Proof of oil changes were provided. A week later, we were told we needed to show proof of a 3rd oil change, which was provided in earlier documentation. At that time, we were told that they oil changes had been accepted and we should be covered under warranty for the engine and also the rental car we needed to have to get to and from our jobs. A few days later, we were contacted again, stating our oil changes were not accepted, that we "went over " on the oil change and we are the reason the engine blew, at 29k miles, and they are not responsible for the engine, nor the rental costs. When we questioned what exactly was wrong with the engine that caused it to seize, we were told they can't provide that information unless we pay to have the engine torn down and they didn't run a diagnostic test, because that would also be out of our pocket. We were then quoted on the wrong engine twice and that it would be at least 5 weeks before the engine would arrive and then then with labor. We had to finance through sunbit, a company recommended through ***. We were approved for 9500. They said they must be paid now for the parts before they'd start any work. We agreed because our hands were tied. We didn't hear from them until last week, when we were told to pick up the ***. We attempted to call them several times and never got a response. This was escalated to *** corporate who also couldn't get a hold of their service ***** It was then escalated again to try and get a diagnosis to see if warranty would cover this. Still, no answer. When we picked up the ***, with the new engine , it stated on the paperwork "engine idling high" when i questioned this, I was told it was okay.? Original quote when told to pick up car was 8400. When we got there, 9500. Now told we were over charged.

  Business Response

  Date: 08/17/2024

  A mistake in billing had occurred. The amount totaled roughly $1,100 which was refunded.

• Initial Complaint

  Date:07/31/2024

  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 own a 2016 ************** Beginning in early spring, this car, which my wife drives, began to burn oil at a very high rate. She took the car to Thomas Kia of Highland *******. In May, 2024, she completed an Oil Consumption test, which consisted of driving the car ***** miles three times, having the oil checked after every ***** miles. The service department determined the engine was indeed defective and would need to be replaced. The service manager informed my wife that "these cars have been known to have a defective engine" which the company has been aware of, and has replaced a high number of engines. He told her that my car's engine was "one of the engines affected." and qualified for a replacement. The process to obtain the replacement engine began. My wife submitted all the service and maintenance records as requested and was told that they were complete, and the car was still under warranty and would be covered. The service manager informed her that *** would approve the replacement within a "week, maybe two." Between June until today, we have been put off, phone calls ignored, even emails not replied to. My wife went to the dealership many times (to talk face to face) to the manager and each time was told that they expected the engine to be ordered within "days" and replaced within a "week". 10 days ago, the service manager told her to have the car towed into the dealership, as it was no longer driveable in the condition it was in, and it made sense because it would be a matter of "2-5 DAYS", for the replacement. Now, ten days later, my wife is without a car, and it is sitting at the dealership without any updates or notifications to explain what is taking so long. My wife is very distressd as she has not had a car and has been highly inconvenienced while this car is basically a "junked" car, sitting in the service lot, which I am still making payments on. This has been a hardship for us through no fault of ours. We are angry and extremely frustrated.

  Business Response

  Date: 08/17/2024

  As of 8/14/2024 The vehicle has been fixed and returned to Mr.French

  Customer Answer

  Date: 08/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business did return the car to me on the date stated in their response. However, it was not completely repaired to my satisfaction. I returned to the dealership on Monday, 8/19/2024 and my concerns were promply diagnosed. The service center repaired the issue that I was concerned with promply and in a timely manner. My wife took the car in (*****************************) as she is the one who drives this car. She was very impressed with the attention recieved by the service manager, ***********************. He went over and beyond customer service to make sure she was satisfied. We are now satisfied with the repairs and are pleased with the prompt service and professionalism shown, especially by ***********************, as was stated earlier.  

  
  

  Thank you very much.

• Initial Complaint

  Date:06/18/2024

  Type:Billing 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 don't have the exact date. but you can call the dealership and they have all the information from the transaction. i was charged $120 for a rental that should have been cover due to a recall repair.

  Business Response

  Date: 06/19/2024

  I spoke to ****** and we are refunding him the rental car bill.

• Initial Complaint

  Date:05/14/2024

  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.

  Started with the oil consumption test. Which we did, we gave all our records on our oil changes because *** needed them the tech never put them in not once but twice. This went on for over 9 months putting oil in our car every day saving the receipt and giving to thomas *** and not getting reimbursed for our inconvenience when their tech did not do their job twice. Fast fwd. Finally got the new engine one week later the car over heats have to have it towed at our expense ******. Again nope your problem. Way to go thomas ***. Your people skills ****, customer service ***** I called for over 30 minutes yesterday may 13th 2024 at 4:00 for the service ***** Mr. ***** no answer service doesn't close till 5. But hey who cares that a customer is stranded on the side of the expressway. My experience with this place is appalling I have never been treated so badly by a car dealership before !!!!. They should honor their warranty and their work.

  Business Response

  Date: 05/15/2024

  Sorry to hear you had a problem, my Service Mgr spoke to *** today at 12:05 and *** was happy with us taking care of the tow bill and we gave him a $100 credit towards any further service needs. We are very sorry for your displeasure but hope to show you great service in the future.

• Initial Complaint

  Date:04/17/2024

  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.

  My vehicle went in the shop on 3/28/24 for blower motor, driver side mirror and speakers not working. They found out that I needed rotators and brakes. Here it is ***** 17,2024 and my car is still in the shop. They fixed everything but the speakers. They replaced the radio but still nothing comes out the speakers. Now today they tell me its the harness. Then say it will be another week before I get it back. They didnt listen to me when I said my speakers went out they are not communicating with the warranty department. Not to mention that after my car got taken up there they it took 4-5 days for them to even look at my car. They didnt know that I have a tracker on my car.

  Business Response

  Date: 04/29/2024

  Hi ***************,

  The vehicle you purchased from another dealer with all the issues is being covered by the selling dealer but please keep in mind  Thomas *** did not inspect or sell you this vehicle before it was brought in for all the problems. Our best tech has been working on your car, he is a Master *** Certified tech with 25 years experience. They needed to replace the radio before starting with the very expensive wiring harness. I believe you have your vehicle until the parts come in. Sorry for any communication problems our advisor was in contact with DriveTime your selling dealer and thought they were keeping you informed. We will be sure to contact you directly. 

  Customer Answer

  Date: 04/29/2024

   I am rejecting this response because: my car came in for a helicopter sound that they said was the blower motor and its not because its doing the same thing. They said I needed rotors and brakes but it was not squeaking but it is now. Yes my speakers went out and they shouldve traced the wires being that it was only all speakers out. So they changed the radio and still same issue. Yes I know that I didnt buy my vehicle from you but I brought my vehicle in for repair with you. Yes I know my warranty is paying for this but it seems you are trying to get more money out of them than doing what I said was my issues. You had my vehicle for a month and I have either the same issue or more. This is unacceptable. So since Ive been lied to when told no manager was on duty and come to find out it was. I feel like no one listened to anything I said. Then when yall put my car back together for me to get it until the part comes I still have things not even put together correctly and still waiting on my part 
  
  
  

  Business Response

  Date: 04/30/2024

  I'm sorry you feel unsatisfied with your service. Lets get the parts in and get everything working perfect. We will call you as soon as they are in.

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because: my parts came in and now your company is telling me its going to be a week. This is unacceptable. The things that was done in the beginning should have been checked before giving me my car back. Now youre going to check your work on my time while putting my harness on. My harness should be a day job. I got a stereo put into another vehicle with them removing my old system done in less than a day and they also have a high volume of customers. 
  
  
  

  Business Response

  Date: 05/01/2024

  I'm sorry you feel this way I will see if there is a sooner date.

  Customer Answer

  Date: 05/01/2024

   I am rejecting this response because: Ive called yesterday and a manager was suppose to call me. Ive been calling all day been hung up on numerous of times by the front desk. She even took a message and still no call back. This is an issue/problem that your company has POOR COMMUNICATION. Do not take or accept faults. No compensation for this whole ordeal. I just want to be able to drive my vehicle. My vehicle was dropped off yesterday and had not moved since, see attached. This is why its taking so long. 
  
  

  Business Response

  Date: 05/10/2024

  I do understand your frustration but this is a lot bigger job than you can imagine. If you want to stop by and see the wiring harness a part you can. Hopefully it will be done soon. I do know you are in a rental car at no charge so I hope that is okay.

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because: I did not get a free rental I was told I had to pay. Spoke with ****** today and hes going to pay for it since my car is still not ready. My car was there for a week before they started working on it. And I feel the only reason they worked on it was because ****** brought it in to the bay Tuesday. It should not be taking 2 weeks to put in the harness. 
  
  
  

  Business Response

  Date: 05/20/2024

  You've told us a number of times what the problem is, how to fix it, what we should have done and how long it should take. As you can see by the photo of your car, this was an extensive job to say the least that required many, many more hours than the job pays. This is a job less than 2% of all techs can do and do right. Please be patient.....Thank you.

  Customer Answer

  Date: 05/21/2024

   I am rejecting this response because:
  My car has been like that since before May 10. It took a week belt they started. When I talked to my advisor on May 10 I was told it would be ready Monday. Monday was over a week ago. No one has contacted me. My vehicle has been back there going on a month. So with all due respect I have been patient. My car has been at your shop get this resolved for going in 2 months. You say only 2%of your mechanics can do this work. If no one could work on my car for this issue then before your techs did anything you should have told me and I could have taken it to a shop. My car does not get worked on on Saturdays because the tech is not there. Im a female not dumb. Yes I told them what they shouldve done because I was taught how to work on vehicles and off my dad was still alive I wouldve. But hes not. So if your people wouldve listened then they wouldnt did anything to my blower when I never said anything about it. And they wouldve traced the wires when I said my speakers went out after I hit a bump meaning something was loose. So dont get it twisted Im showing a lot of patience. Its just now is wearing very very thin. So before you respond you might want to see what they told me because you keep contradicting your techs. 
  
  

  Business Response

  Date: 05/25/2024

  I'm sorry you feel this way and that the work we did was unsatisfactory to you. I hope you have a great Memorial Day weekend 

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used car (13 ****** rogue) on 2/24.. On Monday finally drove car airbag flashing.. Check engine light comes on.. Tire pressures light... Now I'm thinking codes checks were cleared before the purchase. Talked to Sales Manager and Sales women who have done Nothing to help with the situation. Stating I'll call you back.. No call backs.. No help.. I would never purchase nor recommend this car dealership.This is Business response:As we mentioned it was a $3,300 11 year old vehicle and we tried and tried to have you purchase a car with warranty but you declined over 9 times. We explained in detail it was as is but you still wanted it. We will give you a full refund towards the purchase of a new vehicle or a certified vehicle with warranty. I hope that helps.I was not asked 9x to purchase another vehicle,in fact Salesperson and Sales manager encouraged me to purchase this vehicle...Also I couldn't afford paying a car note being a Single Mom of a special needs child. I explained this to Salesperson and Sales manager. They both stated it was a good deal and if I didn't purchase it would go to auction. I paid another 1400 for repairs in which I had to use bill money to pay..it took this shop over 3 1/2 weeks to diagnose and another week to repair. I drove home and check engine light came back on..I had it diagnosed it has 7 codes. Including the one that they supposedly fixed.

  Business Response

  Date: 04/23/2024

  I will still honor what I offered by giving you a full credit including taxes towards the purchase of any new *** or ******* Please remember we were VERY clear in the fact you were buying an "AS IS Vehicle" and had you sign your name in over 10 places acknowledging this. We even had you sign that you know "I'm buying a high risk vehicle" and that "there is no whining or complaining". I'm not trying to be harsh but where did you get the idea the vehicle had warranty? Please come trade it for a new car with 10 years of warranty so all your worries or frustrations will be taken care of. 

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because:
  
  I wish I could purchase a new car or certified used. Can you guarantee financing with no down payment and a car payment under 150 dollars? I never stated there was a warranty on the car. Who is answering my complaint? I was fibbed on stating I was told over 9 times about not getting car.. When in fact Janell3(salesperson) I personally spoke with her and told her I was a single mom with a special needs daughter.. Just looking for a reliable car for us.. I can't afford a car note. ********************* came to say if I didn't buy it was going to auction and I couldn't beat the price. I saw the repair clause and ****** stated that statement is on all used cars don't worry about it . As I'm typing this this car check engine light is still on with multiple codes. I have spent now over 6000 for car and repairs. I would just like my money back or a even trade with a car with no issues. 
  

  Business Response

  Date: 04/24/2024

  I make it a point to inform everyone when they are buying an older car that we are selling AS IS and the forms are there for all customers to see we are not hiding anything. I have no way to guarantee an older, cheaper car will not have problems. That is why we have you sign your name in so many places. You also signed that you acknowledged you would not complain? Most dealers wouldn't warn you at all but we are very clear and honest, the vehicle could last 2 mon. 2 days, 2 weeks or 2 years. You had the choice to spend more for a nicer car with warranty or take a chance with a cheaper car. I will look into helping you with a low payment, if its possible I will have ******* reach out soon. Again, I'm sorry you are not happy but please see our side. Thank you and let me see what we can do.

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  At this time I cannot afford a car note. I spent over 1000 dollars I didn't have and my vehicle still has check engine lights on, headlight and break light unrepairable unless taken to a dealership. I believe this car even with a Carfax should've been junked.
  
  

  Business Response

  Date: 05/01/2024

  *****, the vehicle was not sold with a warranty of any kind. We had you sign in 10 places you knew it was a high risk cheap car sold as is. You also signed that you understood and would not complain because you fully understood it was a high risk vehicle and if you didn't understand this not to buy the vehicle. I will again honor my offer but that is all.

• Initial Complaint

  Date:03/26/2024

  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.

  Me and my wife have a 2019 *********** L that we bought brand new. On January 2nd of 2024 I took our Sorento to do an oil consumption test because the vehicle was burning oil. I completed the oil consumption test and was told since it was consuming oil at an abnormal rate, they would start a case to get me an engine replacement. I was contacted by ****, the assistant manager, on March 2, 2024 and said that I was missing some service receipts and without that, they could not issue an engine replacement. I told him ok give me a few days to locate other service records since they dated back 2-3 years ago. On March 7, 2024 at 11:25 am I emailed 3 ********** receipts to ********** or ****, that covered the gaps in service. I called him and he confirmed that he received the emailed receipts and that the service tech and him would send those over to corporate to issue the engine replacement. I kept calling back for updates for about a week and nothing. On March 18, 2024 I contacted Thomas *********************** yet again, and **** told me Corporate still wants you to pay $1,000 to have the engine taken apart and looked at even with the receipts. I didnt trust this so I contacted ********************* ************* and ******* explained to me that Thomas *** never sent the oil receipts that I emailed to **** on March 7th 2024. The consumer affairs **** ******** updated the case and he was alarmed that the service department never sent over the oil change receipts that were missing. He said that he would take this matter to the service manager and other through email and update me. On March 25 2024, I called and asked for ****, the assistant manager, but he was not around. I spoke with **** again and he said the receipts never got sent from their end and that the service tech would send them by the end of the day. Today is March 26th 2024 and I spoke with **** again and said that the tech would send the 3 oil receipts to corporate by noon. I need my engine replacement.

  Business Response

  Date: 04/13/2024

  *****,

  I do believe you have been in contact with our Service Mgr and is getting the vehicle fixed.

   

  Thanks ***