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:02/26/2024

  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.

  I leased a 2022 new ****************** and have not had any issues with it until now. On 1/25/2024 I brought the Sorento to the dealership because it indicated that it was over heating. The service advisor Nashua Kia accepted the car but informed me that I could not get a loaner as they had non available. This is something that was included in my warranty. Since I need a car for my job, I rented one at a cost of $105.60 per day. On Saturday 1/27/2024, after multiple attempts to try and speak to someone in the service department I had to pretend I was looking to buy a vehicle and I was quickly connect to a sales rep. I inquired about the status of my vehicle. He put me on hold and let me know that they had not had a chance to look at it. I then asked about a loaner as I could not afford to continue to rent a vehicle longterm. He said he would check in and call me back. That afternoon the service department called me and let me know that they had a loaner I could pick up before they closed. I went to the dealership and got the loaner. I inquired about getting reimbursed for the rental and they said I could look up *** support. I would need to request that from them. Since then I have found out the the service rep was wrong. *** Support told me that the quickest and best way to get reimbursed is for the dealership to process the request. I have been calling weekly to inquire about my car but all I get is we still do not know. I appreciate that they have provided me a loaner but the loaner is a lesser vehicle than my Sorento and does not provide me the comfort I want which is why I purchased a Sorento. It has now been 31 days since I left my car at the dealership and they still do not have an answer on what is wrong with my car nor an ETA on when I can get my vehicle back. Can you help me with getting this resolved?

  Business Response

  Date: 04/16/2024

  4/16/2024

  Nashua Kia **************************************************************************** NH 03060

  *****************************
  Dispute Resolution Specialist
  Better Business Bureau

   

  Nashua Kia Prides itself on Guest Satisfaction and guest experience. We have gone over the documentation on ************ and the events that occurred during his Service experience. As of this moment **************** vehicle is completed and he has possession of his vehicle. ************ may have not received accurate information or maybe misunderstood the correct process for Vehicle Rental Reimbursement. ******************** will be the one to decide on reimbursement for any curtsey transportation or expense that occurred during the repair of his vehicle While under the manufacturer warranty. I this case would be out of pocked expense that is in dispute. It is not at the discussion of the dealership to decide on reimbursement of his vehicle from the service department. We are allowed to offer curtsey transportation for his vehicle while being repaired under manufacturer warranty repairs. We Will be more than happy assist him to keep ************ as our guest in our dealership. If any more documentation is needed were happy to provide it. 
  
  Thank you

  Nashua Kia

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  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.

  I am writing to express my concerns and caution future customers about my experience with a Kia dealership. Despite my expectation that a refund might be unlikely, it is crucial to address these issues. It has come to my attention that several items were added to my contract without adequate explanation or provision of relevant documentation. Specifically, a charge of $1,499 was imposed for floor mats, a decision made without my consultation or agreement. Additionally, I was billed $499 for unspecified accessories, for which, again, no paperwork was provided. Also I was billed for Simoniz Glasscoat for $1999, which they spary on your car no matter what, so I am not understanding the reason for getting an additional charge as it is there choice to spray on the car. As a first-time car buyer without family support, I feel these actions were exploitative. When I sought clarification and potential rebates for these charges, especially as I consider selling the car, the dealership offered no assistance or explanation.

• Initial Complaint

  Date:09/02/2022

  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.

  We owned a Kia car that was involved in an accident and totaled out by our insurance company. We called Kia of Nashua New Hampshire to get a refund on our Gap insurance on 03May2022. Kia asked us to send them all information required for them to assess the amount of the Gap insurance we were due to to be refunded so we sent them an odometer statement with the Vin number of the vehicle. We sent it to them on 06May2022 and we were informed it could take time to receive the refund. On 18Jul2022, I followed up to inquire about the refund and we did not get a response.
  My wife called Kia in early August and we were told that Kia of Nashua had to send our refund to Kia Motor Finance and we would receive a check from their corporate finance. I called corporate finance a week later and I was informed that they have no record of Nashua Kia sending them a check to them for the Gap refund. We tried calling several times and have left messages to Kia Motor Finance and have not gotten a call back and I am not sure if we will ever get this Gap insurance refund. The Vin # of the vehicle is: **********E280820. Can you please assist in resolving this issue for us? Thank you for your time and consideration,
  
  **** ********* ***** ********

  Business Response

  Date: 10/04/2022

   

   Hi ****,

  Thank You for taking may call today, we are happy to resolve your issue in a timely manner.

  My apologies for the delay.