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:04/24/2025

  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.

  Car was dropped off on 1/7/2025 due to steering wheel feeling lose and lights coming on on the dash. This has been going on for several months. My daughter hasn't had time to drop it off due to not having a ride or traveling due to basketball season. She is in New Mexico going to college.
  Was charged a diagnostic fee of $205.26. Was told the vehicle had after market wiring and this was the cause of the problem. Was also told it could be because the car was low on power steering fluid. They clamped off those wires and said that should solve the issue. Left the dealership and the problem continued. Took the car back there on 3/21/25. Was told it was Tire Sensors that needed replaced and this will 99% for sure solve the issue. Paid $376.27 for this repair. Was told the $205.26 that was paid for diagnostic before would cover the labor for this repair. Picked the car up on 3/26 and all lights lit up as soon as the car was turned on. Went back inside to make them aware of the lights coming back on. Couldn't leave car with them that day. Daughter needed a ride back. We have been calling to set up a time for them to double check the repair of the wiring harness that was installed by them on 10/10/2023, we believe this is what is causing the issue. We (my husband & myself) have called on 3/31, 3/27, and 3/25 and haven't received a return call to set up a time to check this. The service manager agreed this could be the issue and was supposed to call back to set up a time to check this out. I've tried to dispute this with my credit card as well. I just want refunded the $376.27. This was an unneccessary repair. I'll forfeit the $205.26 for diagnstic because they have spend time trying to figure it out without a resolution. The picture attached is of the lights that came on right when she started the car at the dealership. See mileage.

  Business Response

  Date: 06/06/2025

  Our Service Manager, ***** *********, has been in contact with Ms. ******* since the reporting of the issue to the Better Business Bureau. She had originally made an appointment scheduled for May 5th so we could readdress her concerns, but the vehicle did not come in. Our manager then called again to see if she needed to reschedule and she was informed that the vehicle is now located in Kansas. They have a pending appointment with another Kia dealership scheduled for June 16th. She informed our manager that she would reach out when she has more information.
  
  ****** *****
  Office Manager
  

  
  

  Customer Answer

  Date: 06/10/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I would like to see what ******* *** in *******, KS says when I take the car there on my scheduled appointment on June 16th.  I will update Pitre Kia after that appointment.
  
  
  
  Regards,
  
  
  
  ********** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:06/26/2024

  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 recently purchased a 2024 Kia Seltos from Kia Pitre. At the dealership I was treated well, and told that Pitre provided car washes for life, and "something else Pitre did was provide a key chain exclusive to my car; if I ever lost my keys, they would be returned or a new fob would be provided" these two benefits were presented to me in the form of "look what Pitre does for you" which at the time, I though was great. They never said for free, but neither the sales person nor the finance person mentioned any cost associated with these items. The transaction was completed, I signed the contract and brought the car home. The following day, I removed the paperwork from my car and began to review it. There was a small window sticker that showed the up charges from Pitre. The car wash charge was $399.00 and the key chain charge was $899.00. Up to that point, I had no idea they had charged me for these items. I am a 69 year old senior citizen and I trusted that these people were going to be straight forward with me, they were not. My wife and I went over step by step what had transpired. I feel there was not full disclosure of these additional charges. If there had been, I would have negotiated them away. I then contacted the sales person asked her directly, do you not provide full disclosure of additional dealer costs? Her response was, it's on the window sticker you should have read it. I had previously visited a competing dealership and was provided with full disclosure by the salesperson, which is the right thing to do. After repeatedly contacting the sales person, I was able to get them to refund me the $399.00 for the car wash, but was basically told the key chain is on you. What makes this situation even worse is that these costs were added to my contract so I am now paying interest on items I would never have agreed to. For these reasons, I believe Pitre Kia has unscrupulous business practices and they are cheating people.

  Business Response

  Date: 07/30/2024

  I apologize, we already came to a resolution with the customer and didn't know a response was required at that time. Please see statement below where we refunded both products in good faith.  

   

  Dear
  Mr. ******,
  I
  apologize for any confusion regarding the sale of your 2024 Kia Seltos. The car
  washes and KeyFetch, (which includes the keychain with associated benefits),
  are clearly listed on the window sticker as part of the addendum. These items
  are not an additional cost on top of the addendum price; rather, they are
  included in the agreed-upon sales price. We prominently display these stickers
  on the vehicle and provide them to customers post-sale to ensure full
  transparency. Our intention is always to provide clear and upfront information
  to our customers.
  Furthermore,
  as a gesture of good faith, we will issue a refund of $899.00 to you. This
  refund will be available for pick up along with the license plate for your
  vehicle.
  We
  appreciate your understanding and value your relationship with us.
  Sincerely,
  Pitre Kia
  of Las Cruces

• Initial Complaint

  Date:05/07/2024

  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.

  End of 2023 Summer I noticed my 2018 Kia Stinger losing power so I decided to have ***** *** ** *** ****** look at it. Service department said it needed a new Engine if only has 120,000 miles. Then ****** in Service said it just needed a new turbo and oil pan was leaking. So I had them put a new turbo and oil pan well over $5,000.00. And the car was in there for more than 3 months. Got the car out and drove one week and same issue with power. Took it back in and now it was said to be wire harness problem. So Service Manager, got involved And said she would cover the cost of wire harness. Rodents got to it. Drove it out And still having issues with power. So I called a new mechanic with *********, he looked it over And somewhat taped. He was able to put new wires. Also said to me they didn't put new wire harness after leaving 2nd mechanic car drives like new. Kia had my car for way to long and didn't fix anything.

  Business Response

  Date: 05/20/2024

  ********Please see attached document.

  Thank you for bringing this matter to our attention. We value the opportunity to address the concerns raised regarding the service provided to *** ******* 2018 Kia Stinger.

  The 2018 Kia Stinger was first brought to our service department on 5/17/2023 to have a recall completed, during this visit *** ***** let us know that grey smoke was coming out of the tailpipe. Our certified Kia technician conducted a thorough diagnosis of the customer's vehicle, identifying several issues, including a leaking oil pan and a failing turbocharger, among others. There were other issues notated at that time including an issue with the catalytic converter. A comprehensive quote for replacement parts, including the oil pan and turbocharger, was provided at that time. The vehicle was then picked up on 5/19/2023. However, the vehicle returned to us on 6/23/2023 but only the repairs for the oil pan and turbocharger along with a repair to the wiring harness were authorized by the customer, and were completed between 06/23/2023 and 08/08/2023, allowing the vehicle to depart our service department without the initial concern present. We also provided *** ***** with a discount on both the parts and labor for this repair. We understand that the extended duration of the vehicle's stay may have been inconvenient for the customer, attributable to occasional delays in parts availability and awaiting customer authorization to proceed with the work.

  Upon the occurrence of a new concern, the vehicle was brought back to Pitre Kia of Las Cruces on 08/21/2023. At that time, a diagnosis revealed rodent damage to the wiring harness. Despite the reemergence of previously diagnosed issues from May 2023, the customer once again declined the recommended repairs on anything except the wiring harness. The replacement of the wiring harness was subsequently completed from 08/21/2023 to 10/31/2023, allowing the vehicle to leave our service department once more. We are puzzled by any contradictory statements made by the mechanic representing Carshield.

  Additionally, when the vehicle was returned from 12/11/23 to 12/29/2023 due to the illumination of the "check engine" light, our certified Kia technicians determined that the Catalytic Converter was operating below standard threshold and the system was too lean. On 12/13/2023 *** ***** was notified of the diagnosis. We had also done a previous scan on 11/27/2023 at no cost to the customer that revealed the same diagnosis.  Despite our recommendations, the customer declined to proceed with any further repairs and attempted to trade in the vehicle to us 12/13/2023, but decided not to citing better offers elsewhere. The vehicle remained at Pitre Kia of Las Cruces until it was retrieved by the customer on 12/29/2023 and declined all recommended repairs at that time.

  We do wish to clarify that since the vehicle was not purchased at Pitre Kia of Las Cruces and had not been previously serviced at our facility before 5/17/2023, we had no prior knowledge or history of the vehicle. All stated work has been diligently completed, leading us to conclude that, on this occasion, no refund is warranted.

  Please feel free to contact us if you require any further information or clarification regarding this matter.

  Business Response

  Date: 06/14/2024

  
  We have noted *** *****'s attempts to contact us regarding
  future work on his vehicle. However, after careful consideration, we have
  decided not to proceed with any further work for *** ***** at this time. This
  decision is based on his expressed dissatisfaction with our service department,
  which leads us to believe that we may not meet his expectations in the future.
  
  Furthermore, it is imperative to clarify that the recall *** ***** is seeking to have remedied will not address the additional issues
  present in his vehicle. Additionally, we regret to inform him that we cannot
  complete the recall service given the current condition of his vehicle.
  
  We have diligently provided *** ***** with detailed
  information regarding the work that has been carried out on his vehicle, as
  well as the services that were declined, which have contributed to the issues
  he is experiencing. While we understand his frustration, we stand by the
  integrity of our service and the information provided.
  
  We sincerely apologize that *** ***** is not satisfied with
  our response; however, we believe we have addressed his concerns to the best of
  our ability. Regrettably, there is little more we can offer in this regard.
  
  Thank you for your attention to this matter. Should you require
  any further information or clarification, please do not hesitate to contact us.

  Customer Answer

  Date: 06/28/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I am sorry that Kia of Las Cruces, is not holding up to there work that has been done. I am also not getting any phone calls back after multiple messages very frustrating. Now I was told I would either receive $450 for work that was over paid or a new key because I was only given one key when I bought the car and that has been since October. Myra had promised me the key since $450 check isn’t as easy to get. I was very flexible on either or, **** is very respectful and has always been a great person to talk to. If they can send me a check for $450 I will be done and move on. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]