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:06/28/2025

  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.

  To Whom It May Concern,
  I am submitting this complaint regarding my experience with Lawrence Kia, located
  in Lawrence, Kansas. On June 19, 2025, I attempted to purchase a 2022 Kia K5
  from this dealership. I provided a $10,000 cashier’s check and signed all
  necessary loan and purchase paperwork. Due to my credit, my husband was listed
  as the primary buyer, though I provided the down payment and the car was
  intended for my use.
  This was my first experience buying a car, and the dealership was aware of that.
  Looking back, I truly believe they took advantage of my inexperience and the
  situation we were in.
  During our initial visit, we arrived just before opening at 8:50 a.m. with the
  intention of test driving the car and seeing if it was the right fit. However, after
  only a few minutes, the finance manager, ****, abruptly interrupted our
  conversation with the salesperson and told us we couldn’t afford the car. He
  wouldn’t even allow us to test drive it. It was humiliating and completely
  unprofessional. We left the dealership around 9:30 a.m. feeling dismissed and
  disrespected.
  Not long after, the sales manager, *******, called to apologize and encouraged us
  to return. We went back around 10:30 or 11 a.m., and we remained at the
  dealership for the rest of the day. We were very clear from the beginning that we
  could not go over $250 per month in payments, and we believed that was
  respected when we agreed on the final deal.
  We were told the financing had been approved and the interest rate would be 6%.
  We signed all the necessary documents and submitted the $10,000 cashier’s
  check, which the dealership accepted. The car required a warranty-covered turbo
  repair, so we were given a loaner vehicle and told our car would be ready for
  pickup the following Wednesday.
  When we asked about setting up automatic payments and contacting the bank, we
  were told not to reach out and to simply wait for information to arrive in the mail.
  That instruction felt off to us, but we assumed the process was complete.
  At that time, the dealership also took our only copy of the signed loan paperwork,
  saying they would place it inside the vehicle for pickup. We didn’t question it
  because we believed everything was finalized.
  However, when we returned on Friday to pick up the car, we were blindsided. We
  were told the financing had “fallen through” and the interest rate had jumped to
  16%. This was more than double the rate we had agreed to. This change came
  after they had already deposited our cashier’s check. If the financing had truly not
  been finalized, there was no justification for them to deposit those funds.
  When I requested to cancel the deal and get my money back, they refused to
  return the $10,000 that day. They said I would have to wait until the following
  Monday because “the banks were closed.” That excuse felt like another delay
  tactic. There was no reason they couldn’t have returned the funds to me
  immediately—either in the form of the same cashier’s check or another guaranteed
  method. If the funds hadn’t been used, they should have been readily available.
  Even if the bank was closed, that should be my issue to deal with, not a reason for
  them to withhold my money.
  Adding to the frustration, I later discovered that my credit had been run two more
  times without my knowledge or consent, resulting in hard inquiries that damaged
  my score. This was done even though we had already agreed on a payment
  amount. **** knew we wouldn’t accept anything higher, and yet they continued
  trying to push a deal we never agreed to.
  My husband is currently in the military and is transitioning from the Reserves to
  active duty. When we were at the dealership, we only had about two weeks left
  before relocating. The staff knew we were short on time, and looking back, I feel
  like they intentionally delayed things—possibly using the repairs as a way to eat up
  time—so that we would feel pressured to accept a worse deal just to get the car.
  We were told the car would be ready by Wednesday, but it wasn’t available until
  Friday. That delay, coupled with everything else, makes it feel like we were being
  backed into a corner.
  This entire experience has been extremely upsetting and disappointing. I now
  understand that what happened to us is often referred to as yo-yo financing—a
  tactic where a dealership claims a deal is final, then later changes the terms to
  pressure the buyer into accepting something worse. That’s exactly what this felt
  like.
  I am filing this complaint to formally document our experience and request a full
  investigation into Lawrence Kia’s sales practices. I am also requesting assistance
  in ensuring my $10,000 is refunded promptly and completely, and that the
  unauthorized credit inquiries are removed from my report. No one—especially a
  first-time buyer or a military family under time pressure—should be treated this
  way.
  Thank you for your time and consideration.
  Sincerely,
  ****** ***

  

  Business Response

  Date: 07/02/2025

  *** *** and her husband visited Lawrence Kia on June 19, 2025 to purchase a 2022 Kia K5.  They intended to finance the purchase and submitted a credit application, authorizing the dealership to submit their information to "any finance company, bank, or other financial institution...as a method of effectuating my request for credit."  

  *** *** and her husband were conditionally approved for credit on June 19, 2025.  The dealership informed them that *** *** would need to provide proof of his stated income to finalize the financing, and he assured the sales representative that he would be able to do so.  Since the vehicle had to undergo a warranty repair, it was determined that when the **** returned to pick up the vehicle after the repair, they would provide the proof of income and the deal could be finalized.  *** *** providedd a cashier's check for the down payment and left the dealership without the car. 

  When the vehicle was ready for pickup, the **** returned and provided *** ***'s paystub; unfortunately, it showed that *** ***'s income was significantly less than what was submitted in their credit application. This invalidated the conditional approval on the financing the **** received on June 19th, and the new information submitted resulted in a higher interest rate.  The dealership immediately informed the **** of the situation and explained that they had secured approval from a different bank, though at a higher interest rate due to the updated income information. At that point, *** ***'s mother, who was with the couple, became upset and suggested they leave.  *** *** requested an immediate refund of their down payment check; however, at this time it was late Friday afternoon and the office staff had already left for the weekend and were unavailable to process the refund check.  Sales staff informed *** *** that a check would be issued first thing Monday morning when the office reopened.  *** *** and her husband seemed to understand and left peacefully.
  
  Soon after, *** ***'s father entered the dealership showroom, which was full of customers, including children, and began yelling and cursing, accusing sales staff of being "crooks" and stealing their money. Sales staff asked him to leave the building. Once outside, he continued to create a scene, stating that the entire family would stand outside the dealership to prevent customers from entering and spread false information about the dealership. The dealership's general manager informed him that this was unacceptable. *** ***'s father then began to antagonize dealership employees, threatening them and asking what time they clocked out so he could "kick [their] ***." 
  
  As *** ***'s mother was pulling him into the car, he approached a 22-year-old female customer who was transferring items from her trade-in vehicle to her newly purchased car. He continued to yell curse words and disparage the dealership to her, causing her to become frightened and call her father, who was inside the store, for help. The customer's father and *** ***'s father then had an altercation until the **** drove out of the parking lot. 
  
  The dealership denies that it acted inappropriately in this situation.  We acknowledge that the repair of the K5 took longer than anticipated, the dealership kept the **** informed of the delay and did not intend to 'stall' the process.   Furthermore, the dealership did, as promised, refund the Naus' down payment first thing the following Monday morning.  The dealership was transparent throughout this process; however, threats and verbal abuse directed at our employees and customers are not acceptable in a business environment.
  
  
  

  
  

• Initial Complaint

  Date:06/28/2025

  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.

  This dealership did the bait and switch technique. A bunch of low class guys in this place. We came from out of town and they screwed around with us saying the car we discussed isn’t available and the cars they showed us somehow aren’t available, either. This is the type of dealership to give dealerships a bad name.
  
  I Talked with ****** ****** ***** ******** ****** * ********* ********** *** ******* over the last 4 days.
  
  I put a deposit down on a 2025 Kia Carnival SX Prestige. When I get there, they try to give us an identical one but an SX model. Not the one I put a deposit on and not the one we’ve communicated about all week.
  
  They then pull around a 26 SXP that was everything we did not want.
  
  After we mention we don’t want a light colored car, they bring around almost what we want. When we inquire about getting numbers for that, all a sudden it isn’t available.
  
  Okay, let’s see what we can come up with for the lower model. We do a little talking back and forth. the deal isn’t quite what we wanted and we wanted to see 48 month financing. When we got that paper showing the 48 months vs 60/72, they changed the numbers around on us saying we can’t get the incentives with the 48 months. At this point they seemed to be just making **** up.
  
  After that, we were over it. We had 4 kids there under 5 years old there for 2.5 hours. They did give us a refund of our deposit, but not the bank fees. If they had the car I wanted and I backed out, I get it. I wouldn’t have expected anything back. But they didn’t have the car we agreed upon.
  
  Funny enough, a guy came in ****** *** called them crooks because they’re holding a 10k deposit for a deal that went thru and they couldn’t cut the check back to the couple. Thankfully ours wasn’t 10k, but I still feel like they need to refund the entire amount charged.

  

  Business Response

  Date: 07/09/2025

  Lawrence Kia greatly regrets *** ******** experience with our dealership.  However, we cannot agree that our sales staff engaged in 'bait and switch' tactics.  We acknowledge that our current internal process for reserving specific vehicle models failed in this instance as a result of inadvertent error, as we discuss in more detail below. 

  On June 24, 2025, at around 4:30 p.m., Lawrence KIA sales staff took a deposit from *** ****** for the purpose of placing a hold on showings of Kia stock number ****** until his appointment scheduled for Friday, June 27, 2025. The dealership's process for holds at the time requires the Sales Team to pull the keys for this vehicle and place it, with a "confirmation of deposit" form that identifies the customer and the amount of time the hold should be in place, in a separate location.  Sales staff are trained to understand that, if a key is not present in the key safe, they should check the reserve key location so that they can verify the hold and inform any customers interested in the vehicle that it is temporarily not available for purchase. 

  In this case, the wrong key was inadvertently pulled for the hold.  The stock number listed on the key did not match the stock number that *** ****** requested be reserved. 

  One day prior to *** ******** appointment, on June 26th, a customer visited the dealership and asked to look at Kia stock number ******.  Because the wrong key had been placed on reserve, the key for this vehicle was available in the key safe, and sales staff showed the vehicle to this customer, who ended up purchasing it.

  Unfortunately, the error was not discovered until *** ******** appointment, when he advised sales staf that the car they showed him was not the car he reserved.  By that time, the car he wanted had been sold.

  The manager on duty personally apologized for reserving the wrong vehicle and offered to honor the discounts that were applied to the original vehicle for another version of the same make and model.  It is our understanding, however, that *** ****** was concerned about the terms of financing for the purchase of this alternate vehicle and ultimately just requested a refund of his deposit, which he was granted. 

  Lawrence KIA regrets that the Customers' experience of the car buying process was not at the level to which the dealership strives to meet with every customer.  After review and investigation into this complaint, the dealership took steps to revise its reservation process, which creates additional oversight and verification checks of the stock numbers placed on reserve, which we believe will minimize errors like this in the future.  That being said, we cannot agree that the customer was misled in any way. The dealership denies that it engaged in 'bait and switch' tactics.

  We understand that when placing his depost *** ****** made a credit card transaction fee of $9.75, which was not refunded to him with his deposit refund.  We will be happy to reach out to him and arrange for refund of this fee. 

  We hope this information is helpful in resolving this issue; however, in the event you have additional questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:03/04/2025

  Type:Order 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.

  Saturday March 1st my husband and I went to Lawrence Kia to purchase a vehicle. We eventually signed a contract and we weren’t told that it was contingent upon loan approval, although we did sign it. Tuesday March 3rd we were told the loan was not approved and that we had to accept a different loan offer. After we said we would sign it, they never sent us a contract or anything stating that the loan was approved. They will not answer my question regarding where my car is, only that they would refund our down payment.

  

  Business Response

  Date: 03/19/2025

  This matter has been resolved.

• Initial Complaint

  Date:02/07/2025

  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.

  Good evening, my name is ****** ******. This is a summary of the email sent directly to ******* ***** (KIA) and ** ***** at Dream Automotive on 01/11/2025.
  
  "My husband and I purchased two used vehicles at Kia in October of 2024. Unfortunately,... we were duped into buying what I'm calling a "lemon" from your location... My Ford was never maintained and immediately began giving me issues upon my purchase.
  Only a few weeks later in November I was left stranded at my doctor's office when I could no longer drive my car. It overheated and needed to be towed back to Kia (at my expense)
  After talking to several representatives and being carelessly transferred around and hung up on, I understood that absolutely no one was going to take responsibility for my vehicle. Nor, was anyone willing to offer assistance. I was told that all repairs would be at my expense and when I asked for a regional manager, I believe it was at that point, I was and continue to be retaliated against for doing so.
  We are now in January 2025 and my vehicle has yet to be repaired and returned to me. To date, I continue to pay a monthly payment for a car I do not physically possess.
  I have endured painful back inflammation from being forced to walk to work in extreme weather conditions and am no longer interested in pursuing a professional relationship with anyone at KIA. Please advise."
  
  2nd email/Sent 02/05/2025
  I'm writing to document that my vehicle is once again nonoperational. Upon driving my vehicle, it began shaking so badly that it was hard to keep my foot on the gas pedal and the check engine light came on yet again.
  I'd also like information as to where my vehicle was maintained while in your care; as my car now has over 140 additional miles on it. It should be noted that I only drive to work - approximately four miles away where it sits five days a week. So, I'd like to know where my vehicle was while it was being repaired to accumulate so many miles."

  

  Business Response

  Date: 02/13/2025

  Dear *** *******
  I have been trying to contact you by
  phone and email to discuss your vehicle and arrange for a loaner car
  while we inspect and address the issue with yours. We have not yet heard
  back from you.
  Please reach out to me or our service department ************ at your earliest convenience so we can assist you with the necessary repairs. 
  Sincerely,
  *** *****
  
  
  

   

• Initial Complaint

  Date:11/14/2024

  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.

  On Thursday, Nov. 7, I submitted an interest form for a 2025 Kia Sportage SX-Prestige at Lawrence Kia. They advertise a $6,000 discount if buyers finance through them. I was contacted by sales rep ****** ******, whom I informed of the specific vehicle and would like to start the car buying process online. With the advertised discount, the vehicle came to $30,735, before taxes and fees. ****** sent me a form to fill out (*************************************************). The form was submitted on the same day. ****** informed me a manager who works the remote purchase would start working with me. I have contacted the dealer many times to get an update on this and the reply has been the managers are busy but will get back to me. It has been 7 days later and a manager has not contacted me yet. I believe this is false advertisement. They advertise the deal can be done completely online but nobody contacts you, so your choice is to go in person. I'm not sure if the $6,000 discount is also false advertisement as no one has contacted me to go over the numbers.

  

  Business Response

  Date: 11/19/2024

  Mr. ********* did reach out to Lawrence Kia on 11/7/24, inquiring about a 2025 Kia Sportage.  That same day, a Lawrence Kia sales consultant contacted Mr. ********* by email to set up an appointment to look at and test drive the vehicle. This was followed by a phone call between Mr. ********* and the consultant, which also occurred that same day.  After the phone call, Mr. ********* submitted a credit application online through the Lawrence Kia website.  

  Mr. *********'s application was processed and a proposal for sale of the 2025 Kia Sportage was prepared and sent out on November 11, 2024, as reflected in the attached document. However, upon further investigation, we discovered that Mr. *********'s email address was not properly included in this email and therefore would not have been delivered to his him.  This was an unintentional oversight on the part of our sales consultant and was in no way an attempt to avoid or otherwise prevent further contact.  We truly apologize for this miscommunication and will be reaching out to Mr. ********* directly in the event he still wishes to review and discuss the proposal prepared for him.  

  While it is Lawrence Kia's goal to ensure that every customer has an exceptional experience in their car-buying journey, sometimes honest mistakes are made.  We appreciate Mr. ********* bringing this to our attention and hope that we can have the opportunity to work with him in the future.

• Initial Complaint

  Date:10/24/2024

  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.

  Approx August 15th.
  
  I purchased a vehicle from LAwrence Dream Kia. When I test drove there were no issues and no issues shown on the Carfax. The next day I started my car and white smoke started pouring out of the exhaust. I called for the warranty and after 3 weeks they said the problem was fixed. They told me the rebuilt the top end of the engine. The next day I started the car and it still smoked. I called the dealership back and was treated like a criminal. They tried to get me to sign a lease agreement with a charge amount but told me they wouldn’t charge me but the contract clearly stated I would be charged. They sent me an email stating I wouldn’t be charged. The General Manager *** ***** agreed to pay me $700 for this inconvenience. I was never paid. My car was there for another 2 weeks and I am still having the same issue. The vehicle has been at their dealership longer than I have owned it.

  

  Business Response

  Date: 11/13/2024

  We regret that *** **** is not satisfied with his vehicle purchase and is frustrated with the service he has received.  Unfortunately, purchasing used vehicles carry with it the risk of unknown defects in the major components, which *** **** acknowledged during the purchase transaction by signing a copy of the FTC Buyer's Guide provided to him.  This guide listed numerous possible defects that may be present in a used car, and included possible issues with the engine system, fuel system, transmission, and other major components.  Lawrence Kia conducts a pre-purchase inspection on every used vehicle.  *** **** received a list of pre-purchase inspection action items taken during the purchase transaction, and acknowledged the same with his signature.  That being said, it is simply impossible to predict and proactively fix every latent issue that might be present in a pre-owned vehicle.  This is primarily why Lawrence Kia offers a limited lifetime warranty on used cars to its customers at no charge.  *** **** received this warranty as part of the purchase transaction.

  Since *** **** returned to the dealership with concerns about the smoke emitting from the car, Lawrence Kia has performed almost $4,000 worth of repairs.  Some of these items are covered under *** ****'s warranty; others were done at no-charge in light of *** ****'s particular situation and the length of time he had owned the vehicle.  This is also the reason that the dealership offered to pay *** **** a sum equal to two (2) months' car payments, given that he the car had been out of commission so soon after his purchase.   *** **** was also provided a loaner car at no charge, which he continues to have in his possession.

  As of this date, after performing significant work on the vehicle, it is Lawrence Kia's belief that the issues have been identified and corrected.  To the extent that *** **** does not agree, we would be happy to continue to work with him to resolve this matter, provided the resolution is reasonable under the circumstances. Unfortunately, we do not believe a full refund to him is appropriate or warranted. 

  We also regret that *** **** felt disrespected and poorly treated during his experience with our service department.  We have reviewed email exchanges between *** **** and our service technicians and do not believe those email exchanges support a conclusion that our employees were rude and dismissive.  That being said, we are disappointed that we were unable to meet our goal of providing an exemplary experience to all our customers in this instance.

  For reference, I am attaching a copy of the front and back sides of the Buyer's Guide, which *** **** signed, as well as a copy of the Carfax vehicle history report signed by *** ****.  I am also including a copy of a check in the amount of $700 dated October 20, 2024.  This check was mailed to the address listed thereon on October 23, 2024, but we have verified that the check has not been cashed or otherwise been debited from our account. 

  If you need anything further, please let me know.

  Thank you!

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response doesn’t speak anything about knowingly selling a vehicle with major engine issues.  They knowingly sold this car knowing it smoked. This response also does not state that I had to reach out several times in order to get the agreed upon amount of $700.  Luckily I paid for the warranty or else they wouldn’t be liable for anything.  Nor does this response state they have returned my car several times stating the vehicle was fixed.  When it most definitely was not.  The fact that this business is able to function with its history is sad.

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

• Initial Complaint

  Date:09/25/2024

  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.

  Vehicle listed on website for 1 price. Drove over, test drove vehicle offered deposit was told no. Advised we may come back tomorrow. Callee received from dealer next day, price increased $6,000 and was informed that I could now place a deposit.

  

  Business Response

  Date: 09/27/2024

  ******
  Thank you for taking the time to leave us a review.
  It looks like you came in on one of our fresh pre-owned vehicles; currently, the market is going up and down daily; therefore, we do look at the market daily and make pricing adjustments daily. We do offer all customers to place a 24-hour hold on our vehicles with a deposit to secure the car for our customers before coming in. We do see you elected to not make a deposit prior to coming in. We understand car shopping can be frustrating and tiring, but pre-owned vehicles under $15,000 are a very hot commodity right now, and they do not last long most of the time they are sold before even being completed in service. We apologize you missed out on this specific vehicle, but please make sure to watch our website. We trade for fresh inventory every day.

• Initial Complaint

  Date:01/01/2024

  Type:Billing 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.

  My 2023 Kia Forte was purchased new on 9/11/2023 and was unfortunately in an accident and totaled on 10/18/2023.
  I paid $1599.00 for a maintenance agreement.
  I informed Lawrence Kia of the accident and repeatedly requested a refund. As of 12/20/2023 they have only refunded $907.46
  I would like the balance refunded.

  

  Business Response

  Date: 01/04/2024

  *** ****** I do apologize for the clerical error on our end. We have another check for the difference in the mail for you. A tracking number for the check should be in your email inbox. If you have any other questions or concerns, please let us know. Thank you for your patience as we worked to get this resolved for you.

  Customer Answer

  Date: 01/08/2024

   
  
  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:12/01/2023

  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 2015 Kia Cadenza that has been having brake (traction control, abs, ebrake) issues then I found out that from a note in the mail that my car has a recall on it for this exact reason. The side effects of not getting this issue fixed would be that my brakes would lock up and not be able to stop and that my engine could explode even if its not being used or on. I contacted both Kia dealership and corporate and they told me they did not have a fix for it yet and that it could take anywhere from a week to 3 years to even begin working on the recalls. I asked if they would refund it if I took the car elsewhere to be fixed or if they could provide a rental car til it is able to be fixed. They told me they would not be able to do either of those things. This car is my only mode of transportation and I cannot even use the vehicle or afford to fix this car out of pocket. They will not work with me on anything and i feel as i am out of options.

  

  Business Response

  Date: 12/04/2023

  *** ******
  We apologize for the inconvenience this issue with Kia causes. We are aware of the preliminary letter sent out from the manufacturer, but at this time, we, as a dealership, do not have any control over Kia's policies and procedures in the matter. Your concerns need to be voiced and worked with through Kia USA. As stated in the letter, it's about a compartment fire in the engine, and the vehicle should not be parked inside. We are not aware of the statement that the car brakes locked up while driving it. Kia does not have a fix for the vehicles yet, but when a solution is available for the vehicle, KIA USA will send out another notice for the vehicle to be repaired at your KIA dealership. We apologize again for the inconvenience. Thank you.