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:05/29/2025

  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 2015 *** ****** 2.4L GDI (VIN: *****************) with a blown engine, which is covered under ***s extended engine warranty. I contacted Jim Butler Kia in ************, **, where the last service was performed, and requested the free engine replacement under warranty.They acknowledged that the car is covered, but refused to perform the repair because the vehicle is not yet registered. I explained that I have the title in my name and proof of ownership, but cannot register the car in ******** because it does not run and must pass safety and emissions inspection to be registered.Despite showing them the title and explaining the situation, they continue to deny warranty service. I believe this is unfair and against ***s warranty policy, which requires proof of ownershipnot necessarily *************** requesting the dealership to honor the warranty and perform the repair, as the issue is known and covered by ***s engine recall campaign. I am not seeking financial compensationjust proper and fair warranty service for a defect *** already acknowledges

  Business Response

  Date: 06/19/2025

  Per *** guidelines the vehicle must have a valid non-expired registration for the warranty work to be completed.  I have attached the form that clearly states that. 

• Initial Complaint

  Date:05/28/2025

  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 my 2015 *********, on 2/20/205, I started to have issues with the check engine light flashing 2 months later on 5/2/25 and the diagnosis was the knocking sensor range. for code P1326, they kept my vehicle until 5/7/25 but there was still the same issue, with no check engine light. The light came back on 5/25/25, due to the holiday I was not able to take my car back until 5/27/25, I have 2 warranties, one with my finance company and with ***. I contacted my finance company only to find out that the business did not file the claim for repairs as they said they did, my car is now sitting outside the dealership and cannot be driven due to the oil light and check engine light being on again. I had to take a **** home. Now I am told my car needs a new engine and covered under my warranty, which should be no expense to me. But H37******3536353838H says my warranty with them can&#**;t be applied because my car is not registered, which it can&#**;t be due to all of the issues.

  Business Response

  Date: 06/18/2025

  This customer has a *** and *** requires the consumer to register with them for the warranty to be valid.  She has not registered with the state or paid the sales tax in *********  Until both are complete, the warranty is not valid.

  Customer Answer

  Date: 06/18/2025

  Complaint: 23386606
  
  I have reviewed the business' response and am rejecting it because I dont agree with How there going about things. Remind you I only had the car for 4 months before it went out on me. I DID NOT HAVE A FAIR CHANCE WITH GETTING MY CAR REGISTERED. I did go to the  dmv to get a print out and estimate of plates. MY PLATES WERE THE NEXT THING FOR ME TO DO! I WAS LITERALLY GOING TO THE *** THE FOLLOWING WEEK OF MY CAR GOING ON! ITS NOT FAIR TO ME OR MY KIDS THAT I HAVE TO TAKE SUCH BIG LOST ON NY CAR. I Went to the *** Again last week with all my car paperwork to register my car NOW ITS I CANT REGISTER MY CAR BECAUSE MY VEHICLE INSPECTIONS ARE PASSED 30 days AND NOW THE CAR IS STUCK AT THE CAR LOT BECAUSE IT CANT GET WORKED ON UNDER MY WARRANTY. 
  
  
  
  Sincerely,
  
  Tianshae *****

  Customer Answer

  Date: 06/18/2025

  I submitted the paperwork from the *** . Showing the estimate that I was attempting to go registered my car but due to me not having my vehicle and being able to provide them with updated inspection I couldnt registered my car and get plates. The whole situation is faulty. THE CAR WENT OUT RIGHT BEFORE I COULD DO ANYTHING. I understand my car is under warranty and that the warranty will cover my new engine if the car was registered which that was the next step but now Im at a standstill because the dealer soled me a **** of junked car. That went in ******* ITS NOT FAIR ! AND I WILL CONTINUE TO REPORT THERE BUSINESS AND LEAVE REVIEWS BECAUSE $4000 is a lot of money to be just with out a car and IM UP TO DATE ON MY CAR PAYMENTS. CAR NOTE DUE IN TWO DAYS AND YOU TELLING ME I STILL HAVE TO PAY FOR A CAR THATS NOT BEING  DRIVEN IS TERRIBLE. 

• Initial Complaint

  Date:05/06/2025

  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.

  Had they car 1 week was promised they would fix anything plus still have a warranty but when I took vehicle in to be fixed was insulted with no warranty on paint which it does and was told my lights that I was having problems with was a luxury not a necessity but paid for the luxury so no true

  Business Response

  Date: 06/11/2025

  No dent/ding/wheel/tire warranty was purchased. We offered a paint pen or to touch the vehicle up. The headlights are auto dimming and are operating as they should. We have inspected the vehicle and it is fully operable. 

  Business Response

  Date: 06/11/2025

  The consumer did not purchase the Ally Appearance coverage that covers paint.

• Initial Complaint

  Date:03/18/2025

  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.

  Im concerned for my safety, I had a low oil pressure and no notification on my dash board. Im sure it may not be a future on the Car from ***. I reached out to *** Butler to contact my sales representative.

  Business Response

  Date: 04/07/2025

  To whom it may concern
  Ms. ****** purchased the 2021 Kia **** on 1-28-2025.  The consumer states that the vehicle is using oil.   We would be happy to do an oil consumption test and currently have a service appointment set for April 15 for an oil consumption test and make the necessary repairs to remedy this situation.

• Initial Complaint

  Date:02/07/2025

  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.

  Failed emissions check engine tire lights paperwork I did not sign wrong spare tire no ****

  Business Response

  Date: 02/24/2025

  We sent a tow truck to this consumer and she had hit a curb and blew out her tire. Her check engine light was not on when we were there. The consumer has let us know she has unhooked her battery. We asked for pictures of the check engine which she could not produce. We will not continue to send a tow truck out, she will have to bring the vehicle to us. 

• Initial Complaint

  Date:10/14/2024

  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.

  They sent in the mail a next day first class envelope for us to return in the mail the title to a car that we did not have anything to do with and not signed for it. It looked like the day of purchase is 10-30-2021 - The **** *****************. The name of the bank is ***************************. They want me to sign the title and the other paperwork enclosed and send it back to them. We have always bought ********* and this is a 2021 Kia ****** I want to make sure they are not using our credit for this and to pay me $23,000.00 because they took out the loan in my name.

  Business Response

  Date: 10/29/2024

  Paperwork was mailed to the customer in error.  This customer has no responsibility or ownership of the vehicle.  

  Customer Answer

  Date: 10/29/2024

  They called me from a cellphone number, they called my husband.  We were informed that this title was made out in error with my husband name and my name added to the title.  We have not purchased a vehicle from them in years. The business called and asked if they could pick up the title or if we could drop off the title. 

• Initial Complaint

  Date:07/23/2024

  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 brought my car in to pickup a missing metal cut key portion of a replacement electronic fob. Jim Butler Kia replaced a lost key fob but failed to provide the physical key that is inside the fob, despite having it in their possession for about a year now. I also had an issue with the rubber seal around the rear window that had dropped out of place. I brought in my car, they told me they didn't have the part despite my having set an appointment weeks in advance where I told them the issue. When I picked my car up they charged me approximately $92.00 which I was confused by. I got in my car and left and figured out they still had not supplied the missing internal cut metal key, they had charged me to reprogram my fob (which was not needed as it was already programmed). The key was still missing. They also never followed up with me as they promised for when the replacement part would come in as this was under warranty. They instead SHOVED THE RUBBER SEAL BACK UP UNDER THE TOP OF THE WINDOW FRAME AND PRETENDED IT WAS FIXED. So to summarize. Scheduled an appointment for 2 very specific issues. Left with neither resolved and was charged for unnecessary service I did not request, need, or authorize. This business is shamefully run. I want a refund and THE MISSING PHYSICAL KEY FOR MY FOB. I will no longer use this business EVER in future and will take my car to a farther away Kia *******

  Business Response

  Date: 08/09/2024

  We have been in contact with ***********************.  We have reached a satisfactory solution with the customer.  

  Best reguard

  Don Bay

• Initial Complaint

  Date:03/12/2024

  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 had my car towed to Jim Butler Kia as there is a problem with the acceleration. I had an appointment for 3/1. When I made the appointment, I was not informed that there would be an extensive wait time for repair, nor was I provided with a choice to leave the vehicle due to the wait time for repair. On today, 3/12, I requested that my car be towed to another dealership for repair. My request was denied. I am in a position whereas I have a pay for another tow to different mechanic. This circumstance has impacted my ability to work, as I am a healthcare worker, while costing me more money for tows. I have reached out to the manager of this establishment twice without any response. I have been told that they are backlogged for repair jobs, however, this is not my concern. My choice as a consumer was taken away from me as I was not informed of this when I made the appointment. I am requesting that this establishment pay for a tow to a different mechanic for services.

  Business Response

  Date: 03/22/2024

  Unit has been repaired and picked up. We did not refuse to release the vehicle to be towed to a different dealer, we said we would not pay to have it towed to another dealer. 

• Initial Complaint

  Date:11/20/2023

  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.

  Since October 10th my car starts sometimes and not others

  Business Response

  Date: 12/07/2023

  Ms. **** is a wonderful customer, she bought her pre-owned 2018 KIA Soul from us on 4/25/2018, I believe it have 45K miles.  It has been a great vehicle with 9 service visits as of today.  She has complained that the vehicle would not start randomly.  We have tested, held on to the vehicle for a while, tested again and again and we still can not duplicate the problem.  We have communicated this to Ms. ****, but she has stated that we did not want to fix her vehicle.  It appears to be random but we are confident that we have checked everything possible and we can not find a problem.  

  There are no case histories with start problems on this vehicle in the KIA database and since we cannot duplicate the problem when the vehicle is in our possession, there is nothing we can do at this time.  While we really do not want to lose Ms. **** as a customers, perhaps she should bring it to a KIA dealer close to her house and see if they can duplicate the problem.  

  Please let me know if you feel we have missed something.  

   

   

  Customer Answer

  Date: 12/08/2023

  Hi, I bought my 2016 Kia soul from them. Pre used in 17 is ine and I traded it in on a brand new Kia 14 in 20 eighteen, April of 2018 so it's not a pre-owned vehicle. I'm talking about, it's my brand new Kia 14 20 18 Kia forte that I purchased April of 2018 that has been having problems and acting up and you guys keep saying.  Or should I say Jim Butler keep saying they can't duplicate the problem. But I took it to a different dealership off in beryeah. I told them that I believe it's to start. Or they tested it and sure enough. It was my starter that was bad, so Jim Butler falsely charged me for coils and a new battery when if they would've replaced my starter to begin with, I would not be going through the situation now with them. They are bad business.  I would not recommend Jim Butler, anything to my worst enemy and we all know you're worse than me. You normally wish death upon and I would not put my worst enemy in a gym Butler vehicle. so they are lying, they are wrong. It is not no Tia soul that I'm talking about at all. So whoever said that it's a key assault, they're completely wrong. It is not the key assault that I purchased in 16. It is the brand new 2018 Kia forte that I bought April of 2018.

  Customer Answer

  Date: 12/08/2023

  I also want to state that when I bought my 2018 Kia forte. There was only 3 miles on my car. So whoever made the response to my complaint. Don't even have the correct vehicle that I'm complaining about. So that just goes to show. They're telling lies in order to get their tail end out of trouble. The 2016 Kia soul was traded in April 25th of 2018 for my kia  forte.

  Customer Answer

  Date: 12/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The carThe car in the complaint is not my car that I complained about the car. In the response is a 2018 Kia soul. I do not own a 2018 Kia. So I have never owned a 2018 Kia. Soul. I did own a 2016 Kia soul that I traded in an April of 2018 for a 2018 KIA forte that only had 3 miles on. I feel that they're lying and they're trying to sugar. Coated, because they're trying to keep themselves from being in trouble. I would not recommend key Jim Butler, Kia or any vehicle to my worst enemy.  I don't believe that Jim Butler is paying attention to what's going on. I just think they're trying to get their self out of trouble. And I'm sorry but what they did was wrong. I took my car to offingburg Kia. They fixed it the same day and here Jim Butler screaming. They couldn't duplicate the problem. But they didn't listen to me either. When I told him that I believe it was the starter. They didn't even look into the starter. They charged me for a battery and 2 coil packs that I did not even need. I needed a starter.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:04/19/2023

  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 purchased a vehicle from Jim Butler Kia. Before I received it, they had me do a test drive and look inside it. I informed them that the seats were disgusting and I told them that I did not want the car. They kept saying they could not give me another vehicle and was going to detail the car. They did not do this. I complained about this and they kept saying there was nothing they could do. They gave me a 2015 car that I was paying an upside down payment on and the mileage was very high. The lights kept coming on in the car. I had to take it to Valvoline to get an oil change. The car ended up going all the way down hill. I called them and took it over there to fix it. They said the mileage was high and they would not allow me to trade the car in. They knew they sold me a lemon. I had been making this payment for over a year. They would not allow me to trade the car in and reposed the car and I was making car payments. They were keeping my keys without permission. The tow man ended up leaving because they would not give him the keys. They said the warranty was outdated. The car is still not fixed.
  I would like for them to take this car back and give me a better car or refund my money.

  Business Response

  Date: 05/02/2023

  Mrs ******* had brought her vehicle in 3/15/23 at  142485 miles, we diagnosed the vehicle needing a transmission po793 intermediate shaft sensor a no signal.  As well as going to possibly needing an engine, due to the amount sludge in the engine. The last record for oil change per the sticker was due at 108,000 vehicles also has 142,485 current mileage. 

  
  

  Mrs ******* sent a tow truck to pick up her vehicle, we would not release the keys to the driver due to the diagnostic fee not being paid.  When service advisor communicated the issue, I had ok'd the diagnostic fee to be waived and release the vehicle. By this time, the tow truck driver's cell phone had died, and he had left the vehicle. Mrs. *******'s extended warranty is expired be mileage which is the reason we could not honor it.  The last few records I have before this visit are a sublet for a windshield repair 4/4/22 and on 3/30/22 at 81905 miles for a battery.
  

  Customer Answer

  Date: 05/03/2023

  Jim butler Kia have not called me since they giving me the runaround not answering the phone and also telling me I couldn’t tried the car in when I finally was able to speak to someone they kept insisting that I could trade it in, and I have been paying my car payment  there was no reason sale man said I could not trade the car in finance department should had never sold me the vehicle westefinace who I pay the car payment to was saying I could trade the car off so I told it from the Jim butler dealer ship and took ***** ***** and they told me the same thing buy law I had the right to trade my car in ********* wouldn’t take it either so I’m stuck with a car that’s not running that I still pay monthly notes on. No one wants to help me with it. That’s why I contact the Better businesses