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:05/31/2025

  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.

  My vehicle was left for repairs to be made beginning 4/18 with a completion date of 4/30. As of today 5/31 it is still incomplete due to errors made by Oakes Kia. There is a very clear disconnect between collision and service departments with each blaming the other for mistakes and no one being held accountable.
  
  Initially, I received automated texts stating progress and on-time completion, which were quickly contradicted by personal texts from the collision center. The first major delay pushed the completion date to May 7th, with text acknowledging their messages were misleading. On May 6th, I was told my car would be done "tomorrow," only to receive an automated text on May 9th pushing the date to May 14th, while a personal text hinted at "early next week." Another example of this incompetence occurred on May 14th, when I called to validate completion and was informed an additional wiring harness was needed, moving the completion date to May 30th. On May 29th, I contacted them to validate completion and was told that a wiring harness was "faulty" and they now need to order another with no estimated completion date. My insurance coverage for a rental car lasted 1 month. I have spent the last 2 weeks attempting to get a loaner vehicle due to their errors but the response is to blame one another amongst departments and claim insurance should cover for their clear and obvious mistakes. Oakes Kia has committed multiple instances of unlawful deception, false promises, and misrepresentation of their services and capabilities. They have acknowledged this verbally and through text.

  Customer Answer

  Date: 06/13/2025

  I did receive my car back this week with repairs completed. One thing of note is that the final price went from the original estimate of 6,914.67 to a final bill of 16,265.70. As part of that final bill a category of charges is "miscellaneous" for 9,441.46 and one of the line item charges is to replace engine wiring harness for 8,617.46. Though State Farm has paid this is does not seem like a common or safe business practice. 

  

  Business Response

  Date: 06/16/2025

  Thank you for taking the time to speak with us directly over your recent concerns. I apologize for the lack of communication during the entire repair process of your Niro. I have addressed your situation with our team and used this as a learning experience so we can be better in the future.   We truly appreciate your business and hope everything was resolved to your satisfaction.  If
  there is ever anything I can assist you with in the future, please feel free to contact me. My direct line is ************ and my email is ***************************. 

• Initial Complaint

  Date:04/18/2025

  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.

  People are flashing there high beams at me non stop day and night. Headlights are blinding other drivers. I don’t know if it’s the daylight running lights low beam/ high beam headlights, or fog lights but something is out of alignment. Went to Oakes 4 times about the problem but not getting fixed.

  

  Business Response

  Date: 04/21/2025

  We're sorry that after further attempts to resolve your concerns with the headlights, we were unable to meet your expectations. The headlights are adjusted to factory specifications and in proper working order. If there is ever anything we can do for you in the future, we hope you’ll give us the opportunity to earn your business back.
  

  Customer Answer

  Date: 05/13/2025

   
  
  ********** ********
  
  
  
  I am rejecting this response because: I still deal with this problem on a daily basis. Oakes Kia, where I bought the car refuses to properly look into what’s wrong and service it. Could be something so simple but they did the best they could and just gave up. That’s bad business and I cannot accept.

   

  Also, one of the service guys reached out to me to let me know KIA reached out to him about buying car back but KIA never reached out to me. So basically you got me this one guy trying to take on conglomerate of crooks who can’t keep their word about anything.
  
  
  
  **********
  
  ****** ****

  

  Business Response

  Date: 05/15/2025

  Our Kia master certified technicians have adjust the headlights to Kia's manufacture specifications. There is not further adjustment that can be done. Mr. King believes our master Kia technicians are incompetent, so we have offered him to take his vehicle to a competing Kia dealership for a second opinion. We have even offered to pay for the necessary diagnostic time if it is not covered under Kia's Warranty. At the time there is nothing else Oakes Kia can do to suffice Mr* ***** The headlights are adjust to manufacture specifications and are in proper working order. 

   

  ***** *** 
  
  ***** ******** 

• Initial Complaint

  Date:02/18/2025

  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.

  This transaction began at the end of January, where I committed to purchasing a vehicle. I chose this business because they had good online reviews and a good price for the vehicle. I traded a Toyota Tundra for a Kia Carnival. I put a $515.00 deposit down on the vehicle, at the end of January and when I purchased the vehicle, I financed it. The agreed price for trade was $6500.
  I was sold a vehicle with a power lift gate. I don't know why the vehicle that was delivered does not have one, but the vehicle that I purchased per a video, provided by Lacey had a lift gate.
  I was bribed for a good review for Oakes and the salespeople through the Kia website for an Amazon gift card that was supposed to be sent in the vehicle. They actually sent me an email explaining exactly how to answer the questions. I normally would not have completed this until after the trade, but everything had been going well and seemed simple. I have not seen that gift card either.
  The salesperson said via text I would be reimbursed for fuel to meet the driver in Sioux City. That was $47.82.
  I did not automatically receive a refund for my deposit of $515.00. I realized yesterday that it had not been refunded, and contacted the business. They did refund it last night. I’m not sure if this was an oversight, or they had no intention of reimbursing this payment, but I don’t want others to not receive their deposit refunds.
  I have been working with ****. He has put me off for most of a month saying, these things take time. Last night when I realized they had not refunded my deposit, I felt this should be reported. I’m so frustrated with myself for completing their Kia survey, per their given answers because at this point my given responses are untrue!
  The video of the lift gate was shown in a video sent to me of the exact vehicle intended for purchase. I wanted a video of the exact vehicle because I didn’t want a discrepancy in the features, being this was a long-distance transaction.

  

  Business Response

  Date: 03/07/2025

  We have reached out to our client and have been able to provide a resolution that is satisfactory for **** ******

• Initial Complaint

  Date:01/24/2025

  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.

  Oakes Kia has been in possession of my vehicle since December 23rd. I found out the issues with my car are all warranty-related (4). Kia couldn't see these due to the Vin being Candian and this was never mentioned to me since the car was purchased in the States. No one has helped me with this or given me any proper updates on my car. I live in Georgia and my car broke down in Kansas City which qualifies me for recall warranty displacement. I was stranded in hotels before the holidays for 3 days. This covers hotels, food, gas, etc. I am owed over $550 and no one will help me and keep passing me along. I call for updates on my car and leave voicemails that go unanswered for weeks until I text their rental team who goes "Last we checked we ordered the parts."
  
  If I could make the complaint also to Kia America/ Kia Canada I would since I have also tried going to them for help and get sent to others. I have more document stations if needed.

  

  Business Response

  Date: 01/28/2025

  Hello.  The vehicle in question here is in fact here at our Service Department.  Ultimately the recall the vehicle had developed into a transmission replacement, which will be funded by KIA motors.  No charge to the customer.  The vehicle has a Canadian vin and there were additional steps involved to authorize this procedure as well as waiting for a major powertrain part.  Nevertheless, the part has arrived and the vehicle will be put back in the repair cue.  As for any incidentals, as a dealer we are unable to participate in these.  KIA motors and consumer affairs handle these matters and the customer has their contact information.  We apologize for any inconvenience and look forward to repairing the customers vehicle.  We understand the customers frustration and we are doing our best to take care of this matter with respect to what we are empowered to do.

   

  Customer Answer

  Date: 01/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After speaking with a Kia consumer Rep (Again) named ***** she informed me (again) that the reimbursement due to the VIN being Canadian must be submitted by the dealership that has been performing the work. There is nothing I can do on my end to try and correct this. Kia Canada also says it goes through the service department. If this is incorrect I would like a full explanation, number, name, and confirmation that someone with Kia Consumers will assist me with this. I cannot make information appear in systems that are not even trying to help me get this resolved. I and my fiancé made multiple attempts to contact the service department with no answer until today. 

  I have practically begged for help on this because no one can give any valuable information. There has to be someone on the scale of management that can speak to reps and help me in some capacity. I was stranded for 3 days because of all of this, and yes this isn't the dealerships fault, but they are who everyone says this goes to because the car is there with them. 

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

  

  Business Response

  Date: 01/30/2025

  Good afternoon,

   

  We have expressed your concerns to the district parts and service manager for KIA America and he inquired with customer assistance and this is what we can provide verbatim,

   

  After reaching out for further information on this, I have found out that for any Warranty Repair the Kia dealer will submit for reimbursement via the Foreign Claim Submission for their end, but the customer would need to contact the country of origin for any kind of reimbursement like rental reimbursement or such. Since it's a Canadian vehicle they would have to contact Kia of Canada to see if they will approve it as it is up to the country of origin to review. 
  

  After reaching out for further information on this, I have found out that for any Warranty Repair the Kia dealer will submit for reimbursement via the Foreign Claim Submission for their end, but the customer would need to contact the country of origin for any kind of reimbursement like rental reimbursement or such. Since it's a Canadian vehicle they would have to contact Kia of Canada to see if they will approve it as it is up to the country of origin to review. 
  

  We understand the concern and certainly apologize for the inconvenience, but this matter cannot be resolved by Oakes KIA as stated above.  Please contact KIA of Canada.

   

• Initial Complaint

  Date:12/05/2024

  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 purchased a 2020 Kia Soul 2.5 years ago. The car's transmission has died, but the 10-year warranty should still be active. However, they are refusing to fix the car. I am on a fixed income and disabled, and I only purchased the car because of the warranty. I was never told that the warranty would not be transferred to the car when I purchased it from the original owner. I can't afford $7,000 to replace my transmission. I don't have family, I need to be able to get back and forth to my doctor appointments, and I still have a job as a crossing guard to help supplement my disability payment. I am still paying a carnote. I don't know what I am going to do. A 2020 Kia transmission should not be out.

  

  Business Response

  Date: 12/05/2024

  Good afternoon,

  The vehicle that **** ****** owns that is with us here at Oakes Kia does in fact need a transmission and is out of factory warranty.  The vehicle has 93,575 miles on it and coverage ended at 60k miles.  **** does not have extended powertrain coverage on this vehicle due to the fact that **** is not the original owner.  The Oakes Kia team has directed the customer to contact Kia consumer affairs.  This is the consumer department for Kia customers to seek out assistance in matters such as this.  Oakes Kia is happy to repair the vehicle keeping in perspective that a major powertrain item such as this transmission needs to be funded by someone.  This vehicle was not purchased from Oakes.  Therefore, we are not sure what was expressed regarding the warranty parameters as communicated in the customers verbiage.  Again, we are happy to repair the vehicle and understand the customers frustration.  

• Initial Complaint

  Date:09/06/2024

  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.

  When I purchased the vehicle I was told I had Oakes advantage maintenance and when I went to use said service to pay for an oil change I suddenly have no record of having that. It’s dishonest and scammy for a car dealership to use these incentives to entice customers to buy cars there and then renege on their promises later.

  

  Business Response

  Date: 10/04/2024

  We do offer 2 Years of Free Maintenance on Most of our Vehicles.  Our Client purchased a Wholesale to the Public Vehicle that does not come with Free Maintenance.  We are reached out to *** ***** to come to a resolution.  We look forward to hearing back.

• Initial Complaint

  Date:07/19/2024

  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 2023 Kia Forte GT from this dealer on March 15/2024. I paid $15000.00 down toward the purchase price of $23,000.00 and a trade in of $2000.00 came to a payment of $299.00 for 5 years. I did take put part of a service warranty to extend protection. I am still trying to understand how a balance of about $5000.00 was still for so long. I do like the car so I figured it was my fault. Three weeks later the “low tire pressure light came on. I had air put in it as I had an appointment I had to get to. A few weeks I took it to Kia and was told they found nothing wrong,was probably the weather. Two weeks later it came on again plus there was a recall due to some type of tire kit repair that took 2hours to put into the trunk. Advised the light was on again. Again found nothing wrong. I was planning a trip to Camdenton Mo for a week. Had the oil changed ad the tires rotated. By 1st week in July it was on again!!! At first it was the right back and after rotation it was the right front, (same tire) this is when they finally found the nail as it was moving around before??? On Tuesday July 16th in a rain storm on my way to take my dog to the vet in Savannah Mo IT CAME ON AGAIN for the 7th time. I spoke to **** ******* and was told to bring it in the time it was the right back. After 2hours they plugged the 2nd tire on the same side in 3weeks. I told them I wanted the tires replaced..they got very mouthy telling me nails are everywhere. I called Kia corp., ***** **** *** left several messages as well as **** ******* with no call back. I do not feel safe with these tires and I suspect they are defective or just plain “CHEAP”!!!!!! I am 75 years old,was a manager for customer service for most of my 54 years of working. Kia needs to replace these tires with tires of my choice cancel the
  SERVICE CONTRACT and refund my money. This car was purchased by the dealer. I purchased it with 4212 miles. It now has 9181. Perhaps I am not to use!!!!

  

  Business Response

  Date: 07/26/2024

  We have spoken with **** ********** and are working on a resolution concerning her tires.

  

  Business Response

  Date: 08/09/2024

  Our client's concerns has been resolved.

  Customer Answer

  Date: 08/09/2024

  
  
  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:06/27/2024

  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.

  I brought my car in a week ago for an oil change, service, and tire rotation. Later that day my car started to make a terrible noise. I called to tell them and bring it in but the man on the phone was defensive and told me per my service record everything checked out including my brakes specifically and that I’d have to wait until the end of July and pay $189 to have it looked at but I explained that it didn’t make the noise until after the touched it. He then asked if I had a tire rotation which I confirmed so he scheduled me to come in on Thursday. I brought it in and they told me it needed new brakes and it’d be $440. I brought a friend in with me to confirm I wasn’t being taken advantage of then agreed to the service so my car wouldn’t make noise anymore. One hour before they close they tell me the noise isn’t fixed and that the wheel bearing is making noise and needs to be fixed. When I called to ask why they didn’t fix all of the noise issues, they mocked me for bringing a friend in with me, hung up on me, and refused to service my vehicle or take responsibility for causing the initial issue.

  

  Business Response

  Date: 07/09/2024

  We have reached out to our client and resolved the issue.  We appreciate the opportunity to rectify the situation and use this example to improve our interactions with customers. 

  Customer Answer

  Date: 07/11/2024

   
  
  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:04/08/2024

  Type:Billing 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.

  1. Went to purchase a car from them they refused to get me financed went got a check from my bank to purchase the car! ***** swore he was cutting me a deal but removed my sales tax out the deal for $500 then had a $1500 refund due and ***** instead of refunding my money added “2 extra oil changes for a service contract” to keep my $1500 when two oil changes isn’t even 1/4 of the money at the most expensive oil change place! 2. Refuse to give me my second key that I am SUPPOSED TO HAVE because there “policy” states I cannot get the extra key until title work is delivered within 15 days which I signed for the agreement of that 15 days and still didn’t get the title work until 17 days after broken promise 1. Then went to get the title paperwork and still didn’t get the 2nd key that day broken promise 2. Called & called about the key no one answers my calls when they see my number on their caller id. I showed up at Oakes Kia 3/29 about my key and they stated oh it was lost when you left and we have to reorder smh okay whatever! **** sales manager tells dom sales guy to order the key. 4/5 1 week later I called still no key **** says it had been ordered and should be here any day I’ll give you a call to come in. 4/8 today I call about my key **** avoids my call so I call speak with someone else now I’m angry oh and **** is conveniently available immediately after he just didn’t answer and tells me the part he’s been ordered and should be 3-4 days so that’s another week which totals 2 weeks that **** and Oakes Ki are giving me the run around about a key that is owed to me and should have been given to me the day I left with the car way back on 2/26/2024! The person whom referred me to Oakes Kia left with title paperwork and two keys on the same day she got her car so why the policy change when I purchase a car??!!

  

  Business Response

  Date: 04/24/2024

  We have canceled *** ******* Service Contract and are processing a refund.  *** ***** has picked up her second key.  We have found a resolution with our customer and Thankful for the opportunity to rectify the situation.

• 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 bought my **** *** ** almost a year ago doesn't even have 40k miles I also bought it with 2 chips in the windshield and they told me for 8 months they were going to fix and completely blew me off and now I have a crack across my whole windshield due to them blowing me off and not fixing it like they were supposed to. When I had another issue I was transferred to one of the managers and was hung up on twice for no reason. I have had nothing but issues with my car since I bought it in April of 2023 and they will not fix any of it or do anything to make anything right with me

  

  Business Response

  Date: 03/23/2024

  We have reached out to **** ******** and have scheduled an appt with a dealership closer to her to take care of the windshield and additional issue she was experiencing.