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:03/18/2025

  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.

  On Feb 28th 2025yr I drove 3 1/2 hours to buy a pre owned ******* truck at HW Kia of west county on ***************. When I got there they said the truck was $1,000 more than the internet $ because of a 3rd party ad which was the most ridiculous comment Ive ever heard out of a salesmans mouth. We got that taken care of quickly after I said thats not my problem and they realized I was not stupid. I bought the car that night and left for my 3 1/2 hour drive back home. 18 days later I have not received the ************* pay off has not been completed. Ive called the dealer 17 times and have not got one single call back. Yesterday I talked to the office ************* said she would look into it & call me right back..24 hours later and still no call back. Should I get a lawyer ? Should I return the truck ? I also noticed on their website that my trade is on their lot for sale !!??? They have not even paid it off so they dont have a lien release for the title how are they selling my trade when they have not paid it off and have not sent me the title to the truck I bought ??? BBB PLEASE HELP !!!

  Business Response

  Date: 03/31/2025

  We have been it contact with Mr. ****** Mr ***** has received his title work for his  new ******* truck . ** *** has payoff his trade in as well. The dispute has been settled. If you have any other question or concerns reach out.

  Thanks ****

• Initial Complaint

  Date:02/07/2025

  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.

  I purchased a new vehicle on 12/2/24. I was coned into buying warranties I did not want or need. The dealership failed to submit my payoff in a timely manner. I have been avoided and blown off by the management and the owner. I have a years worth of oil changes and services there and I wish they be transferred elsewhere. I do not wish to ever step foot back into HW **** They are awful to even attempt to have communication with. I do not trust this dealership.

  Business Response

  Date: 03/06/2025

  We did pay the car off in a timely matter. We do get 20 day payoff and let customer know the reason for that is we make sure we all the proper docs to get the new car that they purchased funded with the new banks. As of the oil changes. We do give away a 1 year free maintenance pkg ( which is 2 free oil changes and tire rotation your first year of ownership) with every new or pre owned purchase. 

  The Free complimentary maintenance service contract can be used at other dealerships or certified repair facilities. I can mail a copy to *** so she can use it else where.

  If you need additional information please let me know.

  Thanks ****

   

   

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 Kia **** on 4/12/2024 and I have yet to receive the title to the vehicle. I went to the *** and paid to have the title registered in my name and I was told the request was rejected and I needed to contact the ******************************, stolen car department. It turns out the title was never cleared when it was sold to me. (Report # ********) I was informed the previous owner had the car repossessed and reported the car as stolen but no one reported that it was not stolen and it was clear. I wrote a letter to the dealership to see if they&#**;d take the car back and give me a refund.

  Business Response

  Date: 01/22/2025

  ** *** has passed title paperwork on to the consumer and considers this matter resolved. 

  Customer Answer

  Date: 01/23/2025

  Complaint: 22583099
  
  I have reviewed the business' response and am rejecting it because:

  This dealership HW *** of WC sold me car approximately 1 year ago and after 5 rejection notices the title is still rejecting.  Jefferson City MO title department advised me that due to the dealership did not verify that the title was free and clear to sell to me. This is the primary job of **** ******** to complete - the dealership sold me a car with a dirty title.  
  
  
  Very disappointed customer,
  
  ****** *****

  Customer Answer

  Date: 03/03/2025

  022725 JM. Spoke with ****** ***** and she was unable to talk at this time. However, asked me to give her a call back on 030325.

  030325 JM: I called Ms. ****** ***** and she has confirmed that she now has her title from the dealership and has since traded in the *** and would like to thank the BBB for the help in getting this resolve. Ms. ***** has request for us to "Close this complaint" as the complaint is resolved. 

  Business Response

  Date: 03/03/2025

  022725JM:  I left a message with a ******-(Receptionist) at the dealership for **** to give me a call and VM. 

  030325JM:  I spoke with **** he has confirmed that the consumer has her title and he apologize to her for the delay. However, had some problems getting release from the previous owner. As of now everything is good the new owner- (Ms. ******* has her title and **** **** would like the BBB to "Close" this complaint as resolved. 

   

  
  

• Initial Complaint

  Date:10/23/2024

  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.

  I leased a new *** and during the closing process *** sold me a "limited motor vehicle service agreement." The United States Warranty Corporate was the source of this product. I did not know that a new car warranty came with the car. Nothing was explained and I signed all that was presented to me. I was 79, loss of hearing and much close vision. I trusted *** representative. The warranty covered much less than new car warranty.I would like my money back.

  Business Response

  Date: 01/22/2025

  ** *** has spoken with the consumer and explained they can cancel the Service Agreement. This case is considered resolved on our end. 
  
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle received warranty repair and replacement from the certified *** dealer and is still under warranty but the replacement and repair caused damage to my vehicle. Dealer is unresponsive and not cooperating with local *** dealer repair center to open the warranty case to get my vehicle repaired.

  Business Response

  Date: 09/11/2024

  ******** has no record of any R.O. or correspondence since February 2023. The customer needs to work with their local *** dealer for any warranty related issues; moreover, contact *** Consumer Affairs for any complaints. HW *** is unaware of any current issues and is not involved on this matter.  

• Initial Complaint

  Date:06/14/2024

  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.

  In February 2023 my 2021 Kia ** engine blew and back up camera started glitching. I took it to HW Kia of West County to be repaired and ***************************** was my CSR. A couple months go by and he told me it was fixed and ready to be picked up so I drove out there to get it and when I got it home the camera was still glitching. This happened 2 other times before they finally replaced my head unit in September 2023 which fixed the camera. Throughout those 7 months ****** was very rude on every phone call, tried to refuse rental cars, and even hung up on me multiple times. My car was still not fixed though. The Kia ******* app no longer was *******ed to my car since they replaced the head unit. *************************** became my CSR and assisted me getting the app to work. It was march 2024 that I was notified my car was ready. When it was returned to me the dash panels were all scratched up and parts were not installed back in. They took it back to fix the issues and in May 2024 they returned the car with parts still missing. I scheduled a meeting with the general manager, *********************, to talk about compensation for my time, frustration, and now also damage on my vehicle. **** knew nothing about my situation or that they had my car for **************************************************** compensation and wanted to meet with the owner, ******. After a few days of them missing scheduled phone call meetings I was told by ***** and **** that ****** believes he does not owe me anything. HW has gone weeks with no responses back to me. Has damaged my car. And now will not offer any good will compensation for their actions.

  Business Response

  Date: 07/19/2024

  HW *** has nothing to offer the customer; moreover, this matter is considered resolved and closed on our end. 

• Initial Complaint

  Date:04/19/2024

  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.

  We had our ********************* the shop for issues with the car stalling by itself. I had it in the shop 3 weeks perier and the advisor know of this. I took it back 3 weeks after and they said that found this and that wrong with it. They chqrged me ****** to look at it again when theee issues should of been found the firet time it was here. I would like my money back since it should of been found in the first place.

  Business Response

  Date: 07/19/2024

  ****** has nothing to offer to the customer and considers this matter closed. 

  Customer Answer

  Date: 07/27/2024

  Complaint: 21599474
  
  I have reviewed the business' response and am rejecting it because:

  I fell that they owe me a refund since I had the car in the shop 2 twice within two weeks and they charged me for another diagnostic test when they should of found all the issues the first time it was there. They should not of charged me a sexond time. 
  
  
  
  Sincerely,
  
  **** A ***********

  Business Response

  Date: 07/31/2024

  HW *** had two different Repair Orders for two different diagnostics at two different times. Both Repair Orders are separate transactions resulting in two charges. ** *** has nothing to offer the customer at this time and considers this matter closed. 

  Customer Answer

  Date: 07/31/2024

  Complaint: 21599474
  
  I have reviewed the business' response and am rejecting it because:
  I feel the problem should of been found the first time it was in the shop. I believe they owe me a refund for one of the diagnostic and it was in twice yes for same issue.
  
  
  Sincerely,
  
  **** A ***********

  Customer Answer

  Date: 09/11/2024

  09/11/2024 AB:  Called consumer and the line was busy, also sent a email to consumer through email. 

  09/25/2023 AB: Called consumer the line was busy unable to leave a vm. 

  10/01/2024 AB: Called consumer line busy unable to leave a vm, I have not received anything back from the email I sent to the consumer on 09/11/2024.

  10/09/2024 AB: Called consumer line busy unable to leave a vm, nor have I received anything back from the consumer from the email that was sent on 09/11/2024.

• Initial Complaint

  Date:10/13/2023

  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.

  I went in to the dealership because I was interested in a car there. There was only one key fob. Also, there was a tire light on the dashboard and they said they would get that fixed, probably air pressure. I asked them to go through ******* *** but they went through every company other than ******* *** for financing. They said they could buy down the rate. We do this and then he said the computer is down and he could not send me a copy of the contract. ******* *** sent me the contract and he wrote up something totally different than what he told us. I called them many times, they never answer the phone, never returned my calls. Thirty days later I went to pick up the contract, The finance manager tells me after I sign the contract that he can't find the key. He said I have insurance warranty for keys. I called back 30 days and they told me to tell them I lost the key. I told him I'm not going to lie. This is a disgusting place to do business with. They reimbursed me finally for the insurance.
  
  I want the key FOB and to repair the tire light.

  Business Response

  Date: 11/03/2023

  The vehicle is pre-owned and only has one key; customer can call Service to schedule a time to repair the tire light at no cost to the customer. 

  Customer Answer

  Date: 11/03/2023

  ********** ********
  
  * ** ********* **** ******** ********
  
  
  
  I was told the car had two keys.  I don’t trust the dealership to do any repairs.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 11/08/2023

  HW Kia is willing to perform any necessary repairs to fix the tire light. The consumer purchased a used Toyota with one key. The Salesman who sold the vehicle is no longer employed at HW Kia. 

  Customer Answer

  Date: 11/08/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  I will not allow the dealership to do any repair when it should have been repaired before offered for sale.  The dealership reputation, from personal experience, makes me disappointed that I ever bought a car from such a non trustworthy place of business. I was told by finance manager that I could get a new key fob in thirty days.  He didn’t tell me that I would have to lie and say that I received two with the car but lost one.  200 for the key and 200 to get tpms repaired is a fair trade.  I am highly disappointed in hwkia lack of integrity and fairness in dealing with its customers. I will not settle for anything less.
  
  
  
  **********
  
  ******* ********

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******************* Dec 2022. When I purchased the car there was a recall I was asked to sign, that stated their was some transmission related issue. I took the car to **** and had the recall done. A Month or so later the car was shaking at a light, so I placed the car in park. Then back to drive, when I hit the gas the car went backwards. Just like the recall stated it might do. When I took the car back to ****** on ********** in ********, they told me they could not help, go to the **** Dealership.So I asked could I trade this car in it was scary to drive acting like that. I heard on the Big D show on ***** that after 6 months of payments I could trade it in, and I have not missed a payment. After I had mu uncle call for two weeks they sent him a smaller car, that *** work, but never gave any details, the price or how much for my car of even a picture of the car just the inside picture .]I just want to trade this car back, I am afraid to drive it. I feel they sold me a car that had transmission issue. All I want is to trade it back as advertised, for a car of equal value and the same standard of a car.When you call the dealership they give you the run around, transferring you to *********************, who was very mean and rude to me, or ****** the salesman who has no answers. ***** one of the managers is not help either. MY uncle called Big D and left a message with no return call. I just want to be treated fairly,Don't take advantage of a 22 yr old Female, they is trying to make it in college, and need my car.

  Business Response

  Date: 07/10/2023

  ****** sold the vehicle as-is. Any recalls would need done an OEM dealership. ****** did get a new approval to trade in her vehicle and customer did not move forward with the purchase. At this time ****** has nothing to offer the customer besides assisting through the process to trade in her vehicle. 

  Customer Answer

  Date: 07/11/2023

  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,
  
  *****************

• Initial Complaint

  Date:04/16/2023

  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.

  I put down $2,000 on a van that I cannot get insurance for and they refuse to give me my money they found out the same time I found out that I couldn't get insurance I never got the test drive the vehicle it's been 4 days and they still won't give me my money I can't get insurance so how can I get the vehicle

  Business Response

  Date: 04/26/2023

  Customer was refunded their money.