Complaints
This profile includes complaints for Don Franklin Somerset Kia's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/09/2025
Type:Product IssuesStatus: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.
Bought around 2/28/25, brand new Kia k4 and has been in the service department for over 30 days and first it was just a oil leak and now it continues to smoke and has been up there 3 times over the same issue. We tried to work out a new car but they said mine wasn’t valued enough now.Business Response
Date: 07/21/2025
Hello, Don Franklin Somerset Kia has done everything that Kia Motors America has authorized and instructed us to do. There is an open case with Kia Consumer affairs. We want to help the customer but the dealership can only do what Kia tells us to do as far as warranty. We did try and trade the customers but because of credit score and negative equity we were unable to make it work.Customer Answer
Date: 07/22/2025
Complaint: ********
I am rejecting this response because: the k4 has been in the service shop 3 different times and over 30 days for oil related issues and they can not fix the issue.
Sincerely,
******* ******Initial Complaint
Date:02/10/2025
Type:Billing IssuesStatus: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.
Car purchased on January 6th, 2025 for 30,000 with Kia finance America at don franklin. The recommend dealership sale price was 22,000. The salesman sad after everything was said and done it would be 26,000, tax, tags, title out the door. When I reviewed the paperwork when I got home the dealership charged me 30,000. I don’t believe it was buyers remorse, I’m frustrated that they charged me 4,000 more than they said the total cost would be. They also ran my credit 11-13 times causing my score to drop.Business Response
Date: 02/20/2025
When ** ***** purchased the car we explained to him that he had over $3000 of negative equity. He knew this and understood the negative equity. I would be glad to sit down with him and go over the exact numbers and ****** the salesperson reached out to him directly and offered to do the same.Business Response
Date: 02/20/2025
When ** ***** purchased the car we explained to him that he had over $3000 of negative equity. He knew this and understood the negative equity. I would be glad to sit down with him and go over the exact numbers and ****** the salesperson reached out to him directly and offered to do the same.Customer Answer
Date: 02/21/2025
Complaint: ********
I am rejecting this response because:The car that they purchased from me the have bought it back for 7,900 which is what was owed. They said there would be no negative equity carried over to the new loan. The new car was 24,0000, after this “deal” I received a paper informing me the price had changed to 21,000. It was a dishonest sale because when I had signed the paper they told me it had came out to 26,400, not 30,000. Had they informed me they were going to charge another 9,000 dollars for this car I would not had signed for it.
Sincerely,
**** *****Customer Answer
Date: 02/21/2025
Complaint: ********
I am rejecting this response because:The car that they purchased from me the have bought it back for 7,900 which is what was owed. They said there would be no negative equity carried over to the new loan. The new car was 24,0000, after this “deal” I received a paper informing me the price had changed to 21,000. It was a dishonest sale because when I had signed the paper they told me it had came out to 26,400, not 30,000. Had they informed me they were going to charge another 9,000 dollars for this car I would not had signed for it.
Sincerely,
**** *****Business Response
Date: 02/25/2025
You paid $21899.14 after rebate for the car plus taxes/fees, negative equity of $3495.86, Gap protection of $1000 and $2518.85 for wrap bumper to bumper warranty and all of this equaled $30496.20. ******* the salesperson says he explained the negative equity and you understood that. We are very sorry that you are not happy but you had the opportunity to read everything before you signed it.Business Response
Date: 02/25/2025
You paid $21899.14 after rebate for the car plus taxes/fees, negative equity of $3495.86, Gap protection of $1000 and $2518.85 for wrap bumper to bumper warranty and all of this equaled $30496.20. ******* the salesperson says he explained the negative equity and you understood that. We are very sorry that you are not happy but you had the opportunity to read everything before you signed it.Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because: No, I was offered payoff with no negative equity, I was charged 2,500$ as a paperwork fee. No I was not given the opportunity to review the paperwork at the dealership. This is not buyers remorse it is fraud.
Sincerely,
**** *****Customer Answer
Date: 02/27/2025
Complaint: ********
I am rejecting this response because: No, I was offered payoff with no negative equity, I was charged 2,500$ as a paperwork fee. No I was not given the opportunity to review the paperwork at the dealership. This is not buyers remorse it is fraud.
Sincerely,
**** *****Initial Complaint
Date:07/15/2024
Type:Product IssuesStatus: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 my 2021 KIA Sorento brand new at the end of March 2021. This complaint is due to an ongoing issue that I have had since 7 days of me driving this vehicle off the lot. To date I have had to have my vehicle at KIA in hopes that they would resolve the on sudden engine lost that I have experience. 4/7/21, 6/7/22, 11/15/22, 11/30/23, 3/13/24, are the dates that I have had my Sorento in the service department over this matter. This weekend on 7/13/24 my car again shutdown to the sudden lose of power due to all the alarms and codes my Sorento. Today on 7/15/24 it is at KIA once again. This last time was the 1st time that I had to have my car towed to the dealership as it is now drivable. The past instances I was able to turn the car off, then turn it back on and it would let me drive the car to the lot. I expected when I purchase this brand new vehicle (it had 11 miles on it when I bought it) that it wouldn't have these types of significant issues. But at this point and all of the attempts to fix this on going problem. I was sold a lemon. The service department does what they are instructed to do by the manufacture, but it does resolve it. The car has lost power while I've been driving it with my family in the car. And as you can see from the dates of services it is become more frequent sooner. The attempted fixes have not fixed what ever is going on in my vehicle and has only gotten worse. As I've said prior it had to be towed in this time. Which was never the case before. At this point I'd like a refund on the vehicle so I can purchase a different vehicle at this time, I've been incredibly patient with the service department has they have tried time and time again to resolve this matter. But the car just isn't fixable. Otherwise it wouldn't be back in the service department today with the exact same issue I have had since 4/7/21. I can't recall the exact price, but nearly $40K financed on something that I truly wanted to keep, but isn't safe for my family.Business Response
Date: 07/26/2024
We are so sorry that you have had these problems with the vehicle! Like you mentioned, Don Franklin has done everything that Kia has said to do. I would recommend calling Kia consumer affairs because they are there for these type of issues. Don Franklin would be willing to try and trade for the Sorento towards a vehicle of your choice but we do not make vehicle we just sell them. I would be glad to personally try and trade you out of it.Initial Complaint
Date:04/23/2024
Type:Billing IssuesStatus: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 am writing to express my extreme disappointment with Don Franklin Kia. On 03/16/2023, I traded in a vehicle for a GMC Sierra. The agreement was clear: I would provide a $4,000 down payment, the dealership would pay my Chapter 13 bankruptcy balance of $1,626.79 directly to the trustee, and the remaining equity from my trade-in would be given to me.
Despite assurances from ***** the salesman, and ***** the manager, neither payment has been made. **** claimed the payment was sent to the trustee, but after repeated follow-ups, it's evident this isn't true. **** expressed concern about obtaining the lien release but failed to address the issue proactively.
This situation is not only distressing but also has significant financial implications. I am left without insurance for the vehicle, facing imminent payments, and my plans to launch a dealership consulting business are in jeopardy. I also want to emphasize that I explicitly informed them of my lack of insurance, making them technically responsible for any incidents that may occur while driving the vehicle.
The lack of accountability and disregard for customer welfare displayed by the dealership is unacceptable. It's deeply concerning that despite my efforts to communicate and resolve this matter, there has been no meaningful action from the dealership's end.
I urge you to intervene and ensure prompt resolution to this matter. Your attention to this issue would not only rectify my situation but also prevent similar experiences for future customers.
I regret having to involve you, but this is the first time I have felt compelled to take such action despite ********* close friendship/
I admire the automotive industry but see room for mindset shifts. I'd appreciate discussing ideas with you to improve. I believe you can aid in scaling my business. This issue doesn't reflect on you personally and will be resolved promptly. I'd want this addressed if I were in your shoes.
credit pulled as ********* (out of room)Business Response
Date: 05/04/2024
We tried too sell the customer the vehicle then got a call from his Bankruptcy trustee saying he could not trade the vehicle. We got the car back and gave him back his trade-in.Initial Complaint
Date:12/20/2023
Type:Product IssuesStatus: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 am beyond disappointed in the service I have received at the Don Franklin Kia Store in Somerset KY. I decided to trade my 2017 Ford Fusion in to purchase a used 2020 Nissan Maxima on Nov 6, 2023 within that transaction I was told that I would get a total of 6,000 back for my trade in. I contacted the company on Nov 7th and spoke with **** and he advised that he could be able to cut the 4800.00 check now and then 1,200.00 check after another car deal has funded and the owner advised it should be handled in this manner. It has been 6 weeks and I have not received my total payment. I have called in and talked to ****, ****, *****, *** and **** and they all have expressed that it was listed on the purchase agreement that I was to give 2,700 in a cash down payment and that was not my understanding when I purchased the vehicle! I gave 500.00 as a good faith payment and the remaining 1,500.00 was to come off the trade in giving a total of 2,000.00 as a down payment and I was not aware until after it was time to issue 1,200.00 payment that the paperwork was not documented correctly! **** advised back in Nov that the owner of the car lot expressed that he was to pay the remaining 1,200.00 once another car deal was funded, but now everyone is saying something different. It is now Dec 19th and my initial car payment is due and I still do not have the remaining 1,200.00 that is owed to me. I have attached the WE OWE agreement from the car lot as well as the receipt to the 500.00 good faith payment!Business Response
Date: 12/20/2023
We apologize for any inconvenience experienced by the customer, she has been paid in full.Customer Answer
Date: 12/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** **************If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:10/16/2023
Type:Billing IssuesStatus: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.
Don Franklin was suppose to pay taxes on my car for 2022, they got it registered till 9/23, went to pay my taxes and they had not paid the 2022 taxes. I am adding a sheet of paper explaining other things. I am sending all my paperwork and if you notice the contract was not signed or dated.Business Response
Date: 11/02/2023
Good Afternoon - we would like to respond to this complaint, but it says the complaint details are included in an attached document. I don't find any attachment in your software so we are unable to understand what the complaint is. If you could please reach out to let us know how to access the attachment, that would be helpful. -- Thanks, Don Franklin Somerset KiaBusiness Response
Date: 11/20/2023
We have reviewed Ms. *******'s complaint and understand that she is asking us to cover her 2022 property tax assessment on the 2015 Chevrolet Trax she purchased on 11-11-21. At the time of purchase, we collect Motor Vehicle Usage Tax (similar to sales tax) and License Registration Fees from the customer as part of the purchase agreement. Looking at Ms. ******'s contract, we collected MVU and license registration fees totaling $152.50. When we received all documents from third parties necessary to register her vehicle purchase, we were actually assessed a total tax of $186.50. We paid the extra $34.00 on Ms. *******'s behalf without asking for any additional reimbursement from her. $30.00 of that extra fee was incurred to register Ms. *******'s vehicle through 09/2023, the latest date possible under law.
We do not collect vehicle property tax from our customers, and did not say that we would pay Ms. *******'s 2022 property tax. Property tax is paid direct by customers to the Clerk's office when they go in to renew their license on an annual basis. It is based on the value, and who owns the vehicle on January 1 of each year and is not associated with the purchase or sale of a vehicle.
However, we understand this concept can be confusing. We very much appreciate Ms. *******'s business and as an accommodation we are willing to reimburse her for the $146.90 she was charged for her 2022 property tax. We will be mailing her a reimbursement check within the next 5 business days. If she has any additional questions please feel free to call the dealership direct and ask for **** ****.
Sincerely -- Don Franklin Somerset Kia Management
Initial Complaint
Date:07/18/2023
Type:Product IssuesStatus: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 buying a car From Somerset Kia ************** I talked to ***** the sells person and he was handling the deal. I was going to pick it up on 7/14/23 but they never called me so I called and spoke to the sales manager and he said that the car was moved to another lot that someone else purchased it after I was promised the vehicle I also spoke to someone named beth and she told me the vehicle did no pass inspection. The vehicle was sold to one of the employees after it was promised to me it was a black AWD Nissan Rogue with a 107,000 miles priced at $9900.Business Response
Date: 07/20/2023
We are sorry to hear the customer is upset but no Don Franklin location can hold a vehicle without a deposit. The salesperson says he would not leave a deposit and while the vehicle was waiting to to be serviced the Somerset Hyundai store sold it to a customer.Initial Complaint
Date:06/12/2023
Type:Product IssuesStatus: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.
Bought a 2021 ram 2500 last year with 30000 sum miles on it few weeks later front differential broke was at bob allen for about a month then a few months later it happens again was at don Franklin for about a month and yesterday no gives a puddle of fuild underneath truck thought it was transmission but the transfer case has a crack in it after buying truck for 57000 dollars I had to put on brakes new tires few moths after this truck is junk I could never take this truck on vacation afraid it would break down I mean it has 44983 miles on it today so I’m guessing this all happened 10000 miles or less then buying the truck I feel that they should replace the truck I feel it’s unsafe for my grand child not knowing what is going to happen nextBusiness Response
Date: 06/15/2023
We are very sorry to hear the customer has had problems with the truck but she did purchase an extended warranty with her deal. Don Franklin Kia would be glad to explore options of trading for a different vehicle if she would like to.Customer Answer
Date: 06/21/2023
Complaint: ********
I am rejecting this response because: I have been down and all it is is a run around trying to trade my credit score is so low all I can get is 30 ,000 what is that going to get a pile of junk and besides you all low ball the truck so much it’s not even the payoff so please tell me why would I do that as far as extended warranty what’s that to do with the pile of junk that you all sold that tore up in 2weeks after having or less do you all realize the trucks I have bought at don Franklin well guess what it will be my last and everyone else I know won’t be going there either if this is not fixed
Sincerely,
**** ***********Business Response
Date: 06/23/2023
We are sorry you are not happy but used vehicles are sold as-is in Kentucky by law and the value of used vehicles is out of your control for the most part. We were merely mentioning that you had an extended warranty so if you had problems it may cover those for you. Even new vehicles can have problems after someone purchases them.Customer Answer
Date: 06/26/2023
Complaint: ********
I am rejecting this response because: that’s fine I won’t ever buy a car or truck from don Franklin again I can promise you that you look at what I have bought and never had any problems like this I will give you all a negative review and tell no one not to buy from you or any don Franklin dealerships I better never receive any mailing from don Franklin again over sales etc
Sincerely,
**** ***********Initial Complaint
Date:03/15/2023
Type:Product IssuesStatus: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 bought a Kia Carnival from Don Franklin Kia in Somerset, KY on February 6, 2023. I have a signed agreement of what I was supposed to pay including the payoff amount. I paid everything upfront as agreed. The payoff amount ended up being $417 less than the original payoff and was supposed to be refunded by Don Franklin. I received a check for $354. When I called Don Franklin about this they tried to say there was other fees associated and that's why it was less. Upon contacting Nissan Finance about this, they claimed there was no additional fees. Now Don Franklin will not return my calls about this and they owe me $63.Business Response
Date: 03/27/2023
I went to Carla Looney in our office and she went through all the numbers and they all come out to zero. The customer can come by and we will go over them with them. If we owed them one dollar we would give it to them.Customer Answer
Date: 03/28/2023
Better Business Bureau:
I have received another check in the mail for the other amount due from Don Franklin.
Sincerely,
**** ******Initial Complaint
Date:01/23/2023
Type:Billing IssuesStatus: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 new 2021 Kia in December 2020. Paperwork and title were not completed and filed by Don Franklin until January 2021. They did not pay 2021 taxes on the vehicle even though they stated this was included in the price. When contacted for paperwork they kept promising to send copies but never did. They finally said that they don't keep copies after 30 days. When contacted about the 2021 taxes owed, they said it was only a courtesy to do that and they weren't going to pay that.Business Response
Date: 01/24/2023
Personal property taxes are never included in ANY deals only sales tax but if they got a bill for a vehicle they traded in December then the courthouse can resolve this. They need to take their paperwork showing the date they purchased the vehicle to them and show them that they did not own the vehicle/vehicles they traded after December 31st. January 1st is the day personal property taxes are assessed in Kentucky. The dealership will gladly assist in this matter but this a common thing that happens and almost all the time it can be easily resolved at the courthouse.
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