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:07/09/2025

  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.

  I am writing to formally file a complaint regarding an ongoing and unresolved issue with my 2023 KIA ****** which I leased on April 7, ******* the time of lease, I opted into and signed for a maintenance package that has been included in my monthly payments from the beginning. However, when I recently attempted to schedule routine maintenance, I was informed there is no record of my maintenance package on file, and that I would need to pay for service out of pocket. This is completely unacceptable, as my lease agreement clearly outlines the inclusion of this package, and I have been paying for it for over two years.I was referred to ******************************** to address this matter. Despite multiple calls and assurances from various representatives that I would receive a follow-up, I have yet to be contacted. I was also told I would receive a refund for the maintenance payments made thus far, given that *** has failed to honor the agreement. This refund has not been ************ has now been over three months with no resolution. I am extremely dissatisfied with the ongoing lack of accountability and communication. Furthermore, I am now experiencing vehicle issues that I believe are directly related to the vehicle not receiving proper, timely maintenance as agreed upon in my contract.I am formally requesting the following:Immediate acknowledgment of the maintenance package as outlined in my lease agreement.Full reimbursement for the maintenance payments made to date.Prompt diagnosis and resolution of any vehicle issues resulting from missed or delayed service.If this issue is not resolved in a timely manner, I will be forced to escalate this further, including exploring legal action

  Business Response

  Date: 07/16/2025

  Unfortunately this issue occurred prior to the new ownership in May of 2024. We do not have any records but please feel free to visit the dealership at your convenience to discuss options with one of our managers. 

• Initial Complaint

  Date:06/17/2025

  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 am leasing a 2025 *** *** which I received in April 2025. The car currently has only ***** miles and has been driven carefully for local use only. I recently discovered a bubble on the sidewall of the front passenger-side tire. It is always parked in a garage and has never hit a curb, pothole, or any road debris. Youd have to hit something pretty significant to cause damage like this, and I know I havent hit anything. This is clearly a manufacturer defect.I contacted the service manager Ive previously dealt with (when I had to bring the car in twice to fix the alignment on this brand-new vehicle), and he told me to bring it in so they could take care of it.When I brought the car to the service center, I was told the tire would be inspected but would not be covered under warranty. I was then quoted $241 for a replacement. I even followed up with the service manager to let him know I was there and that I appreciated him taking care of it. He responded "anytime." I assumed he was speaking to the technicians and making arrangements to have the tire replaced.After waiting for 2 hours, I was told the car was ready, only to find out that the tire had not been replaced. I was simply given a recommendation that the bubble was pretty significant and should be addressed sooner rather than later. Given the low mileage, excellent condition of the vehicle, and the absence of any signs of external damage, I find it unacceptable that *** is refusing to replace the tire under warranty.Ive been a loyal *** customer since 2012 and have leased multiple vehicles through the brand. For *** to deny support on such a clear defect, especially on a vehicle that is barely two months old is extremely disappointing. This experience undermines trust and shows a lack of commitment to long-time customers. Im requesting that *** stand behind the quality of its product and cover the cost of the replacement tire.

  Business Response

  Date: 07/02/2025

  Good afternoon *** ******** I hope you are well. I am not sure how to respond to this as a tire is a wear and tear item and is not guaranteed or covered under ***'s factory warranty. The tire manufacturer might be able to assist you as there is a limited warranty which you may fall under. Please reach out to them when you can. Whether the car is garaged is unfortunately irrelevant as driving in the streets is most likely where the tire incurred the impact. Automobile tires are subject to many road hazards while driving which can cause damage including bubbles, tears and ultimately flats even if the driver is unware. After inspection of the tire by our service department it was deemed that this in fact was the case. I understand your frustration however, in this instance this is not fault or neglect of the dealer or manufacturer. This is a case of road hazard conditions.

• Initial Complaint

  Date:04/21/2025

  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 VEHICLE CASH FROM YONKERS *** ON 06/04/2022 PURCHASE AMOUNT WAS ******** I NEED A PURCHASED ORDER. EVERYONE IN THE STORE IS SAYING THEY CAN NOT PROVIDE IT FOR ME.. I NEED IT FOR THE *** VIN *****************

  Business Response

  Date: 05/06/2025

  The information the customer was given was accurate. We do not have access to any paperwork prior to the dealership being sold which is May 9, 2024. The dealership was sold as an asset purchase which unfortunately does not give access to any documentation from the prior ownership. I am sorry we could not be of further assistance. The old dealer group was dissolved and is no longer in operation.  

• Initial Complaint

  Date:02/21/2025

  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 2022 *** seltos has been sitting st the yonkers service since December 11. 2024. I initially took it there before thanksgiving and was told the sensors were not covered under warranty due to the mileage. I then took it to my mechanic to have the work done. Next the engine light came on and the car was taken back to *** service in yonkers overnight drop. ***** called upon receipt of the car. Hours went by and i called. I was told we didnt know why it was here. Mind you i called the day i droppeded it off and left a message telling them I was dropping it off and left ny number where I could be reached. NOTHING! Through clenched teeth I repeated the problem with the engine light. A few days went by and nothing. No update no questions no call. I called several times and no answer. I called the sales office and they out me through and no answer. I called sales again and was told this is the sales department. Through clenched teeth once again in I explained I know this is the sales department but no one is answering in the service department. She out me on hold and then out me through and miraculously someone answered . First it was ****** who didnt seem knowledgeable about the situation even though he was assigned to my car.. He stated that they had to look at the car and see what was wrong with it. Then they would have to reach out to *** corporate to see if the part was covered. Then they would have to wait for approval to ***** the part . Then the part would get ordered. So you know its CHRISTMAS now and noone called and my car sat for 3 weeks. I asked ****** about a loaner car and his tesponse was we only provide one for the Tristate area. I was like this is the Tristate . I eventually got a loaner after asking someone else. Once i get their to get the loaner car i was told it was a $300 deposit. I was furious because ***** said any of that on the phone. They dont explain nothing!!!! Today is 2/19/25 they still have my car and have not provided an update!

  Business Response

  Date: 03/19/2025

  The issue was resolved a while back. Her vehicle was worked on from an outside shop. The outside shop damaged the cam shaft that we replaced under warranty. She also had aftermarket cam sensors replaced that need to be replaced with OEM parts. Since the repair. her car is running well. We had the customer return to do a full diagnosis to make sure there were no stored codes in the system. The customer is satisfied with her repair. 

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue was just resolved on 2/26 as *** ******** was also invoked due to lack of resolve. ***** the service manager was very sorry for the lack of service communication and professionalism that he told me to bring the car in for a full disgnostic.   My vehicle was worked on after I initially bought my car in and was told the sensors were not covered and that is what was fixed with after market not what the dealership initially said in their response The outside shop did not damage the cam shaft because they did not work on the cam shaft. Why would I pay for something if it was covered under warranty from the dealership?? Exactly I would not do that is a lie. the  fuel injector was replaced. The car dealership did not know what was wrong and was mad I out in a complaint with *** ******** due to their unprofessionalism and lack of knowledge of the repairs needed. ***** is the one who made sure it got better.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/24/2025

  The vehicle was returned to the customer and has been operating without issues. If the customer has an issue with *** Corporate Headquarters, this is not something Yonkers *** can address. The customer has been in contact with our service director ***** and he is personally making sure there are no other issues with this *** ****** the customer has. This will be the final response in regards to these issues to close out this case.

• Initial Complaint

  Date:02/18/2025

  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.

  Date of Purchase of Vehicle: January 12, 2024 Purchased the Vehicle from Yonkers *** ********************************************************************************* The vehicle was sold to me and *** installed the LoJack that was provided in the Car. The serial number of the LoJack device is SN: ************ *********** Agreement stated 72 months for this LoJack Term.This past January the LoJack subscription expired. I visited the *** dealership above on February 14, 2025, to try and rectify the issue with the dealership, and ****** ***** and the Finance person, **** **** , stated they no longer deal with ******, because this dealership was sold to a difference corporation and I need to take it up with them. They also claim they have none of my paperwork that I have.I was paid the $270 Dollars to renew the subscription because the car would not a secured system otherwise. I reviewed my paperwork, and it states in black and white the term of the subscription is 72 months, and the dealer will not honor the subscription after I paid for their lack of service. They referred me back to ****** although they are the ones who installed the device offering it upon sale of the vehicle and activated the subscription. I certainly dont believe if the dealership was sold, they are no longer responsible for the sale although they operate under *** Dealership, and now it is my issue to resolve. This is not a way to treat a loyal customer who has been a customer since 2017 and has bought 2 vehicles. The salesperson, ****** *****, and the finance person, **** ****, are very disrespectful toward me especially when he instructed his manager not to talk to me and let me go to court.

  Business Response

  Date: 03/04/2025

  Unfortunately the dealership was sold to another ********** in May of 2024. The new auto group does not have a contract with ****** and cannot assume responsibility for the old dealers practices. Reading the original complaint regarding the paperwork, this is completely true and the ********** purchased the dealership as an asset only purchase. This means that none of the old database/records were purchased, only the physical vehicles were purchased therefore we do not have access to any paperwork prior to May 2024. The old ownership is no longer in business and that entire ********** was dissolved. 

• Initial Complaint

  Date:10/24/2024

  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 purchased a new vehicle on oct 21 2019 I had so many issues going from a seize engine to a bad transmission which had to be replaced I currently have some issues which should be covered under warranty but they refuse to check the car instead want to charge me for each diagnostic $189 each I tried contacting the consumer and all they say is to go back to the dealer and that each dealer is own privately I need help please

  Business Response

  Date: 11/21/2024

  *** ******* good afternoon. I think there may be some confusion regarding your complaint that you submitted. It is very rare that a service department will turn away a customer or refuse to look at their vehicle. I believe you are meaning to say that they cannot check your concerns free of charge. When a vehicle is checked into the shop there is a $189 diagnostic fee that is charged to the consumer up front. If the repair is a warrantable repair, then that fee is waived and the repair is covered by the manufacturer. In this case **** If however the repair is NOT covered under the manufacturer's warranty, then that fee is charged to the customer and must be paid. I hope this information addresses your concerns.    

• Initial Complaint

  Date:10/15/2024

  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 *** soul EX 18 months ago at yonkers *** *************************************************************************** ******* *******. i had told them after purchase within the first week that the car sensors were not working properly. ******* had mentioned i bought the car and she can not do anything to fix it. i had told her that is not correct it was told to me that the car is in full working functioning condition and it is not. she stopped responding. there was issues with the start / stop sensor and back tail gate sensor did not work at all. i had called the dealership a few times as i was not happy about the experience. and the fact is i did not test drive the car before being purchased. which is surprising. they mentioned the car was going through cleaning and delayed me test driving. they said the process was to do the paperwork and then the car would be ready. as a person who operates in good faith i believed them. false. after a few weeks i told them to take the car back as it was not in good working order and the fact that they lied to me about everything in working condition. the engine also has had a knock. lies for me just show dishonestly from a company. after them not being able to be reached and no one calling me back, i was out of the area for work. i had called time again but no response. recently 6-7 months ago i reached out again with no response back. the sensor on/off the sensor is designed when the car is in stand still the engine will shut off and then turn back on automatically when needing to travel again. i turned this sensor off from doing this so the car remains running at stop lights and stand stills. but the sensor automatically turned it self back on and at an intersection the car shut off while i was driving. extremely dangerous. i found out the car has an engine recall and two accidents that is on the car that they did not disclose which is fraud. they told me the car was clean, clean car facts. which is false. they have to take the car back.

  Customer Answer

  Date: 10/15/2024

  Good day, I am not interested in having the car repaired. I am interested in them taking their car back providing me with relief of the vehicle. You see I had made it very clear i will not buy any car with an un clean car facts. I don't want to buy a vehicle with a history of accidents. They lied about this, they knew the accidents would decrease the sale price and eventually trade in price. But they did not disclose this. they told me the car was clean history on car facts and no accidents.  it was not true. As you can see with the above attachments. ( I will email as well it does not seem it accepts the format) And According to the statue of New York State. The statute is 5 years for fraud. So I have every right to ask them to take there car back with out any fault of my own. This was a fraudulent sale. 

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I understand through the information you provided that many people have had complaints against the company. To my understanding that does not justify the treatment I had received. Owning a business is more than just sales it's credibility start only applying and looking for sales. Your credibility will go down. It's just statistics not providing a quality experience is not gonna make anyone want to do business with a company that doesn't have credibility. As far as I am concerned in order for me to give good rapport things would have to be corrected. I would settle at least having my $2000 down payment returned. Yes I know how down payments work, yes I am asking your company to return that for discrepancies. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/16/2025

  As previously stated this was under prior ownership before new ownership purchased the business. 

• Initial Complaint

  Date:08/02/2024

  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 came in June 26,2024 with my 2021 rogue which was leased. My lease ends November of this year. I was currently looking to get out of my lease into finance and a bigger car. But because of my situation getting a bigger car was hard to get me approved for. Finally they were able to get me approved for a 2022 Kia ****** which they said they will pay off the rest of my lease. Its been 30 days and Im still waiting for them to pay off the car. Every time I text the finance manager he says its takes 30 day I replied back saying its been ******************************************************************************************* the deal which the guy him self shook my hand and told me they were going to pay for the car because I would have received a big bill. Im currently trying to work and fix my credit now and with them stalling not paying the rest of the car like they said! ****** will report late payments on my credit which is not helping my situation! They need to do what they said they would do.

  Business Response

  Date: 08/02/2024

  This payment was already sent out to ******************** credit. Unfortunately, all we can do is send out the payment has agreed. It takes time for the manufacturer/bank to process the payment. That is something that is completely out of our control and we cannot expedite. Most auto lending institutions do not report late credit payments until 60 days. But again, this is completely out of our control and not something we can handle. If the check is there and it is sitting in their system for 2 1/2 weeks and they did not process it, that is not the fault of our dealership that is just the process of the bank. 

• Initial Complaint

  Date:06/24/2024

  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 vehicle from this dealership on May 4, 2024 and have had nothing but on going issues from there. Upon leaving *** dealership I was issued a temporary registration which expired 6/18/24. I would reach out to the dealership with concerns as I have not received the actually registration. They continued to me don't worry about it you will have it. On 6/18/24 I still did not receive the registration so I went to the dealership to inquire. At this point I was advised that the company was sold and the paperwork will be worked on. I asked for an extended temp registration in which was denied stating I would have my original one by end of day. This never happened! I am continously calling and receiving the runaround. This is very unfortunate because I cant drive the car however I am expected to make the monthly payment. As of today I still do not have the registration. I am very frustrated and not sure how to resolve this.

• Initial Complaint

  Date:01/29/2024

  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 received a call on 1/26 from the finance department at this business informing me that the sales contract (executed by both parties on or about August 2019) for my 2020 Kia **** had the incorrect *** number and if this wasn't resolved that day, *** would be taking my car. I've explained that I recently had a problem with this business and that I refuse to work with them because about two years ago this business fraudulently charged me for an engine swap while the vehicle was under warranty in which this business accused me of using bad fuel and billed me about $2,000. When I called *** *** they informed me that the issue was that there were metal scraps found inside my engine and the engine needed to be replaced which was covered under my warranty. It was also explained that it was up to the owner to not bill me, they attempted to intervene but the owner said no so I was charged about $2,000. This was the last time I ever went to this particular business for anything and hoped to never have to work with them again. Now they are requesting that I sign a new contract to correct the *** error they made on a sales contract from 4 years ago in order to avoid *** from taking a car that I have been making all of my payments on. I would like to resolve this issue but not directly with Kia ********************** due to the fraud which caused me financial harm a few years ago and due to the fact that they are negligent and unprofessional. I have explained this to the finance department, and also to *** **** I never want to associate myself with this particular business and seek intervention from the BBB.

  Business Response

  Date: 01/30/2024

  This customer brought in their vehicle due to having the gas tank filled up with E85 ( ************* and the engine not acting normal. Unfortunately the vehicle is not made to handle this type of fuel. As per the photo attached, the customer was not charged the nearly $2,000 they are claiming. As you can see the the customer was charged $693.52 in labor to clean the E85 ( incorrect fuel ) from the vehicle before the fuel pump and fuel injectors were damaged and perform the necessary steps to ensure proper function of the fuel. ********** ******* did in fact cover the engine replacement under warranty for a total of $3,643.59 which the customer was not charged for. I hope this addresses the customers concerns and clears up any miscommunication that *** have been experienced. 

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  That is a fabricated story. When I contacted *** *** to seek clarification about what the business was allergic regarding my fuel and they informed me that they had no reports about the fuel being bad. *** *** informed me that there were metal shavings found in my engine and it needed to be replaced which would be no cost to me as it was under warranty. The reality is that 2020 *** souls had faulty engines as evident in recall number ********** While it is probably true that *** paid for the engine replacement as it was under warranty, the employer also charged me, the customer with the bogus claim that I used bad fuel on my engine. Not only was this claim fraudulent, but it was also insulting as I never used E85 grade fuel, always used 87 or higher. At that time I attempted to get the owner to investigate the mishap made things right however the owner refused and charged me regardless. This made me lose all faith in ever returning to the business or to ever own another *** ******* in the future. Regardless, the issue at large still remains in that the same business has now harassed me to fix their error regarding the incorrect VIN number they listed on the retail instalment contract with an unreasonable deadline, and threats of *** seizing my ******* if I fail to comply. I ask that the BBB intervenes to resolve this issue since I have little faith in this business ability to resolve it in a manner that is ethical or non-negligent.

  See attachment for:

  A) The recall number on the 2020 *** **** engines.

  B) The retail instalment contract with incorrect VIN Number.

  C) The correct VIN number of the ******* in question.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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