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Thelen KiaThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Thelen 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.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
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:12/19/2024
Type:Service or Repair 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.
September 2024 my 2024 *** seltos broke down on me while I was driving and with no warnings at all ever it just stopped and wouldnt start again. I had it towed and it took *** * month a little over to look at my car. The service guy named **** told me over the phone that the spark plug melted causing the engine to seize. *** still wants the oil change history so I provided it to them and they are still denying my warranty. I am the first owner, I bought my car June 2023 with 25 miles off the lot. It now only has almost ****** miles on it. I need help getting my engine replaced.Business Response
Date: 12/23/2024
The customer was asked by *** to provide oil change records. The customer sent us copies of her records those records were then forwarded to *** for review. ***'s response "Unfortunately without Valid maintenance records I will not be able to move forward with the case invoice numbers are in numerical order and dates performed on the receipts with different mileage seem to all be printed on the same dates."
The customer provided information that *** did not feel was accurate and truthful and her claim was denied by ********** America.
***** **********
Service manager Thelen Kia
Initial Complaint
Date:08/30/2024
Type:Service or Repair 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.
Thelen Jeep/Ram Dealership in ******** has had my 2012 Dodge Ram truck since late June of 2024. The truck is still not repaired as of today's date. I have spoken to both the Thelen ****************** and Dodge Customer support numerous times regarding the delayed repair time. The Dodge Customer Support case # is ********. The dealership service department has given numerous dates that the work will be completed but has yet to get the job done. They have not even contacted me one time to advise me of the status. I have had to call them repeatedly over the past two months to find out if it has been repaired and I just get excuse after excuse as to why the work is not completed. In February of 2022, Thelen had this same vehicle for over 4 months to complete a repair. I have asked for a loaner but they deny that request. They are supposed to provide a loaner per the max life warranty, which was purchased from Dodge Ram when the truck was purchased. The warranty contract # is LWM100N.Business Response
Date: 09/10/2024
Good morning,
The parts for ***************** 2012 ram truck are/were on back order, with the rules in place by ***************** warranty only Mopar factory replacement parts are to be used. ***************** warranty does allow for a rental vehicle but we did not have any available at the time for this repair.
The vehicle has now been repaired and returned to the customer
Initial Complaint
Date:08/05/2024
Type:Service or Repair 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 took my car in to have a part fixed from a letter i got from a class action suit. When I got the vehicle back it did not run. Properly. They stated i need to pay 4200 to fix it. I had no issues with this car until the worked on it.Customer Answer
Date: 08/07/2024
Please cancel **********, We have reached a agreement.Initial Complaint
Date:09/07/2023
Type:Service or Repair IssuesStatus: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.
Towed my 2019 Jetta to Thelen the end of June 2023 after confirming that they'd be able to get it in to be repaired. Today, August 7, 2023, they STILL have my car! Each week I get a new excuse, story and estimation of completion date. If I would have known it would take this long I NEVER would have taken it here. In the meantime, I'm driving a ****** Sequoia 75 miles round trip to work every day which gets 25 mpg less than my Jetta. At MINIMUM, they should be reimbursing me for the mileage difference but they don't even care that they've had my vehicle this long. Absolutely unacceptable!Business Response
Date: 09/13/2023
******************** had his Jetta towed in without an appointment,, we are currently 4 weeks out. He then refused to authorize diagnosis time so the Tech could diagnosis his problem. The Vehicle is currently waiting for parts that are on back order they, unfortunately that is out of our hands. My parts department says parts will be here this week. We will prioritize the job as soon as the parts are in. We understand the inconvenience and are doing our best to get him back on the road.
--
****** Thelen
Thelen Auto Group
*******************************************************
Office ************
Cell ************
*********************************************Customer Answer
Date: 09/17/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Regards,
******************Initial Complaint
Date:08/10/2023
Type:Service or Repair IssuesStatus: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.
Went to get an alignment got told i needed something that i had just replaced and i drove 1 hr to get there on the highway i wouldve heard the issue still had to pay cuz they looked at my car they are scammers do not goInitial Complaint
Date:07/17/2023
Type:Service or Repair 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 dropped my 2011 Dodge Journey off to Thelen Dodge on June 8. I called once a week to check on it. The first week nothing happened and **** asked if they could drive it home because I had specifically said it only does it while driving. Week 2 he informed me it did it to them. Then said they were stumped on it and they were going to call the Chrysler help line for dealerships. Week 3 I called and he said they drove it over the railroad tracks and that the problem happened so from that he concluded it was a power module in the battery cable. So I was elated they had found the problem. I authorized the work and he ordered the parts. Week 4 I call to check and he says parts are in and I will have mechanic put them on. 2 days later I call and he repeats the same thing. I said I have been very patient and I would like to get my vehicle back. He said ok I will go talk to the mechanic. An hour and a half later he called and said it was ready. I picked it up and it still has the same problem but it seems to to be worse now. I called and told him it still had the same problem and he said he was stumped and would get back to me that was over a week ago. The customer service lady also called to see how my service went and I told her the situation, she stated she would have someone call me. Still no call. I paid for the specialty of a dealership because the other shops couldn't figure this problem out. However, I still have a broken vehicle that I spent a month without (it was picked up 7/7/23), and paid them $616 for.Business Response
Date: 07/24/2023
This 2011 Dodge Journey came in on 6/8 for an intermittent issue of the radio and cluster dropping out. The vehicle was randomly driven multiple times in an attempt to duplicate the customer's concern. After multiple attempts to duplicate the customer concern it did happen for us one time and the only thing we found was the negative cable clamp which has the *** is corroded and loose, the positive clamp is loose and breaking, and that we would need to start with this and once this is known good we could continue with finding a root cause. The vehicle also has an issue of not shifting and has a feeling of a misfire, the transmission was in limp mode for an intermittently failing transmission range sensor causing other DTCs.
Based on the information above and the customer's invoice that states the same we feel there is no refund required and that further diagnostics are needed to track and find the root cause of this intermittent issue.
Thank you,
*******************************
Service Manager
Thelen Auto Group
******************************
Bay City, **. 48706
************
*******************************************
Customer Answer
Date: 07/24/2023
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
***************************Initial Complaint
Date:07/08/2023
Type:Service or Repair 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 leased my vehicle through another company who then told me my vehicle was covered under the maker Thelen **** I called to have my vehicle taken in to be looked at due to being told it was covered under the kia ****** recall at no charge to me. They told me to bring it in on June 13th 2023. I called several times and left several messages to find out how long they would have my car and what exactly was wrong with it because they said they would look at it and call me the day I took it in but didnt. I got no call backs until july 5th with a voice-mail Asking me what was wrong with it and why it was there. I called back the next morning and got no answer and no call back so I went there only to find out my car was NOT covered under the recall and they were charging me 125 diagnostic fee that I knew nothing about nor approved. So my car is still there on July 8th while I try to figure out how to get my car, that I make payments on, back.Initial Complaint
Date:02/28/2023
Type:Service or Repair 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.
On 2-13-23 I took my 2021 Ram **** truck into Thelen Chrysler Dodge repair service *********************************************************. For warranty repair. I was informed by Chrysler that it was not being covered by warranty, so I told repair facility not to do any repair if not under warranty, because I cannot afford a large bill at this time. The service writer, ******, called a few days later - said at this time I will be charged a half hour diagnostic, it needs a banjo bolt & two washers to stop a fuel leak. I went back into the service department 2-20-23 talked to ******, he said its now two hours diagnostic , a banjo bolt , two washers , & also a new fuel line- =$780.00 So I agreed to the repairs- I had no choice. Every time I talk to ****** at service center his repair list changes. I requested a written estimate and have never received one. Upon the first day of leaving the vehicle at Thelen, I was never given any paperwork or given any explanation of being charged for any uncovered warranty repairs. Now before I get my truck back I need to pay Thelen for two hours of diagnostic @ $90 per hour with no repairs done- I want to take my truck to another repair facility. Thelen repair facility has had my truck for two weeks, never touched- I need my truck- this is my work truck. Are they allowed to hold my truck from me? Please help with any information to clear this situation.Initial Complaint
Date:11/04/2022
Type:Service or Repair IssuesStatus: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.
As a customer, be weary of going to any ********************** establishment. Aftermarket parts charged at factory prices. overcharged labor times, shotty work, and just general incompetence. ******** & recall work skipped over because not enough time. The only good thing you may experience with Thelen is some service advisors, some technicians and the owner himself. Thelen ************ manager ****** Thelen is extremely incompetent for the job, once even asked me for a VIN off of a tire. As a technician youll get promised several things such as help with tool purchases(not needed) or even transportation to and from work that will get taken out of your check. I personally had a sum of money given to me for moving from out of state with no document at all saying it needed to be reimbursed. They withheld my check until I signed a paper stating I owed money. I refused to sign another paper that stated they would take $1500 out of my payroll. tried taking over 1500$ out of my checks because I couldnt afford to drive 83 miles one way to work everyday anymore and got employed somewhere closer. They also charged me $80.10 for missing uniforms which is complete and utter nonsense considering multiple people counted the uniforms and concluded that I had all of them. Do not work at Thelen if you want to enjoy your work life, do not get work done by Thelen if you appreciate your vehicle and want it to stay on the road.
Thelen Kia is NOT a BBB Accredited Business.
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