Complaints

This profile includes complaints for Renn Kirby Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Renn Kirby Automotive, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Renn Kirby Automotive, LLC

  5903 Urbana Pike Frederick, MD 21704-7206

• 

  Renn Kirby Automotive, LLC

  5712 buckeystown pike Frederick, MD 21704

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:07/11/2025

  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.

  I purchased a 2019 ***** Silverado from **** Kirby on January ****** I also bought the extended warranty for the vehicle. About 3 weeks after purchase the truck started knocking badly. I called them their service manager said bring it in so I did. The next day he called and informed me it would need a new motor ok no problem it's covered under warranty. Once the warranty adjuster got involved it was then told to me that it could be rebuilt. Which was fine also just do it right was my statement. **** Kirby didn't have a mechanic able to do the repairs so they out sourced it to trick trucks for the rebuild. About 2 months later I get the truck back with multiple issues it didn't have before dropping it off. The air conditioner no longer worked the remote start didn't work and truck still had a slight knock to it. I contacted them and they told me to take it to ********** Chevrolet to diagnose it. ********** did fix the ac which **** kirby paid for but they said the knock was the catalytic converter and a exhaust manifold gasket bolt that wasn't properly installed when the motor was rebuilt. Nothing about remote start was said but apparently that won't work with a engine light on so if it got hooked back up after engine rebuild who knows. I contacted **** Kirby to try to make this situation right and was told it's a used truck if the problems dont fall under the warranty theirs nothing they can do. The problems were created by their "mechanic" working on it. Why should I be liable for their incompetence. At this point I just want my money back. I do not wish to support a buisness that clearly could care less about their customers.

  Business Response

  Date: 07/18/2025

  Mr. ****** purchased his vehicle with us.  a short time after he had a issue with the motor which was covered under his Ally vehicle service contract.  After the replacement another dealer stated that the vehicle need to Cat Converters. Those are not covered under the warranty that Mr. ****** had purchased.  there have been large time lapse in between issues and the customer has put 11k miles on the vehicle.  We have given ways to help with the cost but the customer thinks we should be responsible.  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23582639
  
  I am rejecting this response because: The truck may need a new catalytic converter that may be true , but the bolt being left out of the exhaust manifold which now makes a huge ticking sound is on your mechanic not my responsibility for your mechanics lack of skills. Ive had the truck checked by another mechanic and he informed me the bolt was not put back in and the exhaust manifold gasket is not in place as it should be when re doing a motor. He also told me it will throw the catalytic converter code because air is escaping the motor where the bolt is missing due to the gasket not being tight. That is the issue if you were willing to listen yo the truck you would know. Yes many months have passed of which you had it for 3 months and was supossed to replace the engine instead you rebuilt it half way I guess.  Worst experience ever . 
  
  Sincerely,
  
  ******* ****** **

  Business Response

  Date: 07/21/2025

  We have tried to help these customers.  From this point I do not feel we are liable.  There has been I believe 11,*** miles put on the vehicle since the time of purchase.  It was also mentioned that the customers seem to be extremely hard or the vehicle.   

  Customer Answer

  Date: 07/22/2025

   
  

  At this point i feel your whole buisness is a complete joke you keep walking around the real issues that were never addressed and your mechanics failure to complete the motor rebuild to the caliber a kid could of done. When you leave out bolts when rebuilding a engine sure it's going to give u a code for the converter since not enough air is going thru it. Its escaping thru the side of the motor. Since your obviously oblivious to how motors work. 11k miles on the motor was i supossed to just sit home and wait for you guys to fix what u messed up and not go to work. 11k miles. Your buisness is a joke and I will be sure to let everyone i know 5k on ******** alone just what kind of buisness you have. Dozens of bbb complaints but im sure the customers are all wrong right.  Right.  Shame on you guys terrible buisness terrible customer service terrible the whole way around. Karma is a b.  

   

   

  Complaint: 23582639
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****** Sr

• Initial Complaint

  Date:05/19/2025

  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.

  I bought a 2017 ********** about 3 months ago from this dealership financing was all in place I paid ******* down payment signed paperwork truck has been nothing but problems they didnt get financing straight and needed the truck back and said they would issue me a refund for down payment its been 2 weeks I emailed and called still havent received a response

  Business Response

  Date: 05/19/2025

  We did send this customer a check for $1,000 after the purchase of the vehicle to cover him making repairs which were not done with the money that we sent and upon receiving the vehicle back it was in far worse condition than we sold it to him and are having it evaluated

• Initial Complaint

  Date:11/14/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 14th, 2024. I traded my 2022 mitsubishi outlander in for a 2023 model. I was lied to by the General Manager ****** *****. The vehicle ended up being leased which I was told I was buying the vehicle. I took possession of this vehicle with no paperwork signed. 3 weeks later I signed papers while ****** ***** started "flirting" with me. He then spoke of personal issues he had with the tag/registration person there named ******* *. Mr. ***** did not explain all the paperwork to me. While all this was going on, my husband was trading his truck in for another one. In a separate issue, I was asked to pay $900 for a truck mirror. I was told in front of 5 people by ****** ***** that if I paid this fee, when the part came in, I would be refunded the $900. I have text messages from ****** ***** saying he will refund me the $900 for the *********. Himes refuses to return messages about the loan, tags, registration, & gap insurance refunds, I'm on my 2nd temporary tag that expires on November 13th. I've called & left numerous messages for the tag/registration person ******* *. She's not returning my messages either. I cannot get my vehicle inspected or have the required emissions testing done until I have a PA tag/registration. I've emailed the financial person ******* ***** regarding my 2 gap refund insurance checks that Ally sent to them on October 14th, 2023. I've been in contact with Ally twice. The dealership is not entitled to this money. The dealership would not discuss this with Ally when they were trying to do a 3-way call with me to inquire why the checks were not forwarded to me. I am to the point of contacting a lawyer to see what course I can take against this dealership. I was sexually harassed & will be paying on a **************** for a vehicle that I cannot drive after the 13th of November. Not to mention the almost $2,000 ****************** refunds that have been stolen from me as well as the $900 that was promised to be refunded to me.

  Business Response

  Date: 11/21/2024

  Whenever this purchase was made everything was made very clear to the customer and the customer signed all documents. As a consumer it is their responsibility to review all information that they are signing as well it was explained at the time of purchase also that their refund for the gap insurance was used as a partial down payment.  The reason for the delay in getting the tags correct was due to the issue of getting the vehicle funded with the finance company.  Any issues that have a rose have zero to do with her husband's situation of wrecking one of our vehicles. Her tags are being done by a third party company. Once the responses from the customer became threatening I did advise my title clerk not to respond as her Tag and Title work was being done by an outside company and any delays would be on their behalf. At no time was there ever pressure put on ****** or her husband ****** to purchase a vehicle from us or like they did at that current day bought a pickup truck for her husband and leased a new Outlander.

  Business Response

  Date: 11/21/2024

  Also in regards to the Allied Gap refund we do not process any refunds until the deal has funded with the new lender. Ally pays us on a statement once a month.  Also I did try to reach out to Mr ****** in regards to the mirror that he purchased for the truck that he wrecked of ours when he hit another vehicle the mirror that he ordered was not correct and we tried to contact him in regards to getting the correct shipping address to send it back and never received a reply so the 900 that was held was the cost to repair the vehicle that he had damaged which was the agreement made at the time that payment was made. 

  Customer Answer

  Date: 11/22/2024

  The tags & registration for the 2023 Outlander was not addressed. I still have not received them. Therefore, it is illegal to operate my Outlander. This is causing a great burden & stress. The $900 was an agreement between ****** ***** General Manager & myself. ****** ***** ordered the mirror himself. Verbally & in writing, Mr. ***** said he would refund ME the $900 when the part came in. I also informed Mr. ***** that Mr. ****** blocked his phone number. Therefore, I don't understand why Mr. ***** would contact Mr. ****** to begin with. Again, the $900 was an agreement between Mr. ***** & myself. The receit is in my name & it was my account that was used. Mr. ****** also ordered the mirror which cost him about $300. If that was the incorrect mirror then that's on Mr. ******* I've spoken to Ally 4 times now regarding the Gap Refund checks. They were released to **** Kirby on October 14th. Ally tried a 3 way call with **** Kirby & myself to discuss the delayed checks. **** Kirby refused to speak. I took this vehicle home on August 14th. It's now 3 months later & I'm still dealing with not having a legal vehicle to drive & money not returned to me. I'll be sure to pass along **** Kirby response to my attorney 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22533626
  
  I am rejecting this response because:  The tags & registration for the 2023 Outlander was not addressed. I still have not received them. Therefore, it is illegal to operate my Outlander. This is causing a great burden & stress. The $900 was an agreement between ****** ***** General Manager & myself. ****** ***** ordered the mirror himself. Verbally & in writing, Mr. ***** said he would refund ME the $900 when the part came in. I also informed Mr. ***** that Mr. ****** blocked his phone number. Therefore, I don't understand why Mr. ***** would contact Mr. ****** to begin with. Again, the $900 was an agreement between Mr. ***** & myself. The receit is in my name & it was my account that was used. Mr. ****** also ordered the mirror which cost him about $300. If that was the incorrect mirror then that's on Mr. ******* I've spoken to Ally 4 times now regarding the Gap Refund checks. They were released to **** Kirby on October 14th. Ally tried a 3 way call with **** Kirby & myself to discuss the delayed checks. **** Kirby refused to speak. I took this vehicle home on August 14th. It's now 3 months later & I'm still dealing with not having a legal vehicle to drive & money not returned to me. I'll be sure to pass along **** Kirby response to my attorney
  
  Sincerely,
  
  *****-*** ******

• Initial Complaint

  Date:07/24/2024

  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.

  I bought a 2014 Chevy Equinox from Renn Kirby Mitsubishi on 11/16/23 and by 12/2/23 the engine blew and I was given a dealer warranty that said 3,000 miles or 30 days, but the agreement wasn’t upheld. I only put 1400 miles on the vehicle and have proof from multiple sources that the dealer is in the wrong. Have a paper trail from the time of the sale and I was not supplied my copy of the contract like I was told would happen.

  Business Response

  Date: 07/24/2024

  We tried to work with this customer in a few different ways.  His mother then came to dealership and it got to the point we had to have her removed by the police.  The customer was given a one month 1000 mile warranty that he went over.  

• Initial Complaint

  Date:04/26/2024

  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.

  Bought a car (BMW X2 2018) on 1/31/2024. Signed the contract 2 times because they said there was a mistake with the first one. Got a temporary tag with expiration date on 04/01/2024. Never got my permanent tag so I called the dealership and asked what was going on. I was told that they were behind on their process and would get me my permanent tag soon. So since my temporary tag was about to expire they went and sent me a second temporary tag with expiration date on 5/1/2024 which is about to expire. I called my DMV and asked if the dealership had started the process and was told that they were not able to process my permanent tag because there was a mistake with the documentation that the dealership sent to the dmv. Tried contacting the dealership probably around 40 times. No one wants to answer the phone or help me with my problem.

  Business Response

  Date: 04/29/2024

  Thee reason there was a delay was due to customer also having a insurance violation.  When this happens it puts everything on hold until it is cleared up.  

  Customer Answer

  Date: 04/29/2024

  
  
  Complaint: 21624205
  
  
  
  I am rejecting this response because:
  
  There was never a violation on my insurance. The DMV in WV has explicitly told me that the dealership made a mistake when sending documents over.

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

  Business Response

  Date: 05/09/2024

  This customer has received there tags.

  Customer Answer

  Date: 05/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have resolved the problem with the local DMV and not with the help of the dealership. But yes, the problem was solved

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

• Initial Complaint

  Date:10/25/2023

  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.

  Hello,
  
  We purchased a car from Renn Kirby Mitsubishi on 8/12/23 and worked with CLAY ********** (Salesman) and DUSTIN ***** (GM) Dustin promised us a second Subaru Key Fob as a contingent of the deal. We purchased the car and to this day still do not have the key that was promised. I even reached out to SEAN KIRBY on the other numerous issues with the purchase. The dealership was grossly disorganized forgot to have us sign important papers that once we received had to spend our time running around town getting them notarized and sent back. Then had an issue with the tires within 30 days of purchase and the GM DUSTIN was a real jerk about it. The car purchased is an AWD car and the tread depth was all jacked up around the car causing me to have to purchase 3 new tires. They did reimburse me for 2 of the 3 tires (WHICH WAS FAIR) now they are ignoring us on the key. Also when key promised I was told it would be an easy program at any Subaru dealership, but come to find out that will cost us over $100. This dealership is lying and deceiving people. ALL I WANT IS A WORKING KEY WE WERE PROMISED. If the working promised key isn't produced I will have no choice but to file a complaint with the attorney general of MD and follow that with any and every means availible to me to share this disgusting experience with as many people as possible. Treating people like this is not good.

  Business Response

  Date: 10/30/2023

  In this case we did all we could to help Ryan.  When he came to the store to purchase we did lower our sales price and at the time of sale he requested a oil change and tire rotation. We also did tell him we would provide a key fob and as he stated we let him know he would need to have programmed at a local Subaru store since he lives a few states away.  Also I was contacted by Ryan about his tires.  They were not (jacked up) they passed Maryland state inspection.  They were two different brands.  When we had the vehicle in our shop 2 tires were wore and 2 were new.  The good years were already on the vehicle and we installed 2 delanti brand.  Ryan then ran over a nail and demanded that I replace 3 good year tires. We were nice enough to cover half of his cost even though we were not at fault for the nail.  He was even offered tire and wheel protection at time of sale and decline any additional coverage for his vehicle.   I was not a jerk at all and when I was contacted that he had not received a key yet I made sure that it was ordered the nice day.  I covered a cost for tires that were not damaged at time of sale nor was there any issues brought up about the tires until Ryan drove over a nail.  I have a very good history of customer service because I do care about my customers and sometimes things get missed such as ordering a key and I apologize for that.  But to continue to want more and more and to go online and tarnish my name and this business name is wrong.  We have done what we promised and went above and beyond.  Again lowered price at sale, did oil change and rotation at time of sale,  gave second key on used car and mentioned would need to be programmed.  Even on we owe we gave Ryan it states we will provided a (Key Fob), we covered half cost of 3 tires after Ryan ran over a nail.  At what point does this end?

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation
  for complaint ID 20781201.  These guys work in a way that is just
  disgraceful.  Liars.  I finally got notice of the key fob ordered to
  my local Subaru dealer.  I will be picking up key this week.  Big
  problem is it took 3+ mo. Second issue is they agreed to provide a key in my
  opinion that means FUNCTIONAL KEY, however it doesn't.  Subaru quoted $180
  to program the key something I was never told when I accepted this as part of
  the negotiation to purchase the car.  So I am not satisfied what so
  ever.  I spoke to my cousin a lawyer in Maryland and this is simple when
  the dealership offered the second key in the negotiation process that is a
  FUNCTIONAL key.  I really do not want to get a lawyer involved but if
  Dustin thinks I am going away before this key is made usable he is wrong. 
  I expect people to honor their word period.  Once I get the reimbursement
  to make the key fob functional only then will I consider this over.  So
  Dustin knows how to reach me if I do not hear from him he will be receiving a
  formal letter from my attorney.  

  Regards,

  **** ******

• Initial Complaint

  Date:09/15/2023

  Type:Customer Service 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.

  2/24/2023 The Sales manager Dustin ***** gave verbal and written agreement that all weather (weather tech) floor mats for the interior of our new car would be sent to our home. Its been 7 months!!
  We have called him and our salesman Clay ********** and made them both aware of this problem many times.

  Business Response

  Date: 10/10/2023

  we have sent the floor mats and also a extra cargo cover for our mistake