Complaints

This profile includes complaints for Jeff Wyler Fairfield Auto Mall's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jeff Wyler Fairfield Auto Mall

  5815 Dixie Highway Fairfield, OH 45014-4205

• 

  Jeff Wyler Fairfield Auto Mall

  12105 Omniplex Drive Used Car Superstore Cincinnati, OH 45240

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:07/28/2025

  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.

  On 07/05/2025 I went car shopping at Jeff Wyler Kia Fairfield @ **** ***** *******, Fairfield ** *****. I decided on a 2025 Kia K5 black, red interior and AWD. I was told I was getting a Kia K5 with AWD, which was a major reason I decided to move forward with the purchase. A piece of paperwork even states the vehicle is AWD. I paid 6,000.00 on my credit card as a down payment and financed 25,000.00 with KIA finance. However, the car I received is FWD — and the VIN on the final sale paperwork matches a front-wheel drive model, not what I was promised.
  I dealt with sales rep K**** L**** and finance rep A*** S****, on 07/05/2025. I did not know my car was actually FWD until I took it in on 07/28/2025 when I was told by the Kia service center. The same day I spoke with the General Sales Manager C***** G*****. The only solution he gave me was to get the AWD model I originally agreed to, but only if I pay the price difference — even though the mistake was on their end, not mine.
  
  This is misleading and outright deceptive behavior to secure a sale.
  
  I expressed to Cedric I would like to turn the car in and get my money back and he stated that would not be possible. His contact info is *** *** ****.

  Business Response

  Date: 07/29/2025

  I have spoken to the customer and we are in the process of resolving the issue.  We are going to give him the car he wants for the price he wants.  

  Customer Answer

  Date: 07/29/2025

  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. 
  
  
  
  Regards,
  
  
  
  *********** *******
  

• Initial Complaint

  Date:07/12/2025

  Type:Product 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.

  My airbag system SRS light came on and I went to this dealership for the first time in October of 2024 and they said the clock spring behind the airbag in the steering wheel needed replaced. They performed the work and the problem was not fixed. I was not charged labor but was charged $236.06 for the part on November 13, 2024. They decided it was the steering wheel airbag. I had to save up money to order the part, which I was able to do on April 5, 2025. It cost $896.83. They installed it, problem wasn't fixed, they did not charge labor and refunded the $896.83. After this they spent a total of 6 hours tearing the car apart to diagnose the problem and decided it was the ACU extension harness within the STS system. I was charged $337.40 for parts and labor and the problem still persists. The airbag light is still on which means that no aspect of my SRS system will function in the event of a crash, the light is also an indicator that the system is disabled. I spoke with an employee at the dealership, tried and tried to speak with a manager at the dealership and finally spoke with Kia corporate who stated dealers are private and they couldn't help at all, everyone has been very rude as I have been trying to rectify the situation. I am seeking a refund for the parts and labor I paid for that did not fix the problem. This includes the clock spring, part only, and wiring harness, part and labor. Total of $593.10 and I have the supporting documents to verify purchase although I know it is all in their system.

• Initial Complaint

  Date:06/16/2025

  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.

  The car I bought was certified preowned and I got extra coverage on top of that that I paid for my car is now needed multiplerepairs done and I cannot get any repairs done because other Kia dealerships and the warranty company when I call directly cannot verify the warranty. I have tried contacting the dealership for months and have had many promised phone calls back by managers and nobody ever reaches out. I then spoke to Tania on 6/16 and she is claiming I owe them more money all the sudden before she can release any information about the warranty that I already had paidfor at the time of sale and financed. There has been multiple lies by them at the time of sale, including pricing issues over the warrantyand the trade-in, and there was undisclosed hail damage, and other hidden damages on the car. I am now having issues with the transmission, sunroof, and powerfold in mirror which I cannot get anything repaired until they give me the warranty information that was promised at the time of sale. Tania was rude and demanding when I finally was able to speak to somebody and instead of helping and communicating, she just kept insistent I pay them more money for them to give me the information needed. Also, and the paperwork I provided you can see where they also lied about my interest rate and gave me multiple fake numbers that I later confirmedwith the credit union that they were inaccurate in the paperwork provided. You can see the different scamish interest rates that aren’t what I was actually approved for. They gave me less than what was originally promised for my trade-in too and last minute changed all the numbers trying to hide it. I was bounced around between multiple sales people and managers at the time of sale. They did not detail the car like they claim they and they also did not do the loan term that I wanted that I later found out was incorrect as well. I requested a 60 month loan and they did a 65 month loan.

  Business Response

  Date: 06/30/2025

  *** ******* did purchase a car from us. He also bought a
  warranty from us.  The sale was on 2.08.25.  He agreed to put $1,000
  down and did so on his credit card. He then disputed the charge with his credit
  card company and had the $1,000 down payment credited back to him (we have
  proof of this).  This then left us out of $1,000.  We attempted to
  reach him on February 10, 2025, February 12, 2025, March 10, 2025, April 17,
  2025, and again on June 14, 2025.  Again, we have records and proof of all
  of this.  We also have a recording of *** ******* using extreme profanity
  towards our female sales manager, with the worst calling her an f******
  b****.  This comment was not provoked or called for in any manner.
  I want to reiterate that we have proof of all of this. 
  We are a full-disclosure dealership, and *** ******* viewed and drove the car
  before making a purchase.  He signed all the paperwork, which
  detailed the transaction, before taking possession of the vehicle. 
  The warranty information he is requesting is located in the OptimaPaperwork.pdf
  file that he attached to the complaint. 
  I’ve emailed him an additional copy of the warranty information so that
  he has another copy.  This paperwork is
  the only paperwork that we provide to anyone who purchases a warranty from us. 
  I’m attaching the log of communication as well as the
  Dispute Notification we received from ******** ******** informing us that he
  disputed the charge for his $1,000 down payment.  We have done nothing wrong except eat the
  $1,000 that *** ******* dishonestly disputed.  

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I just called the warranty company of my certified preowned warranty and they stated that my powertrain is only for six months, 6000 miles which is supposed to be 10 years is 100,000 miles from the first in service date and my wrap coverage expires next year or 100,000 miles which is also incorrect. I am supposed to have powertrain and the additional wrap coverage on the vehicle until 10 years from the first original in service date or 100,000 miles so they are still not correct with the warranty that I was originally signed for yet again. I received the “new warranty” information today from the dealership which I have included and it is completely different from what I was originally provided so they are still trying to scam me out of a warranty that I was promised and paid for. As for all of the phone calls, I have no records that I can easily retrieve from my phone provider and send to you to show. I have no missed calls the only time I have been in communication other than Tania was with the finance manager, and he did not answer my call so he left me a voicemail and when I called back, he did not answer. That is the only voicemail or missed call. I have from the dealership regarding any issues so once again, another inaccurate accusation made by the dealership. I have called in the dealership at least 15 times in the last few months to get this warranty handled and nobody answers me or if they do I will be promised a phone call back and never get a phone call back so I’m not sure who was doing your bookkeeping, but they are providing inaccurate information which seems to be a common thing here I see with this dealership. As for the disputes, I have no idea what they keep accusing me for because there was no disputes made for anything other than the warrant that I paid for that THEY did not set up correctly or even activate. They keep telling me they won’t give me any warranty information until I pay them additional money, which is another scam by this dealership. As for the call with one of your sales managers. She was extremely dismissive and rude the entire time and would barely let me talk and then to not know the entire story of all of the other problems I had with this dealership at the time of sale and after such as you guys lying about my trade-in value of the Telluride as well as many other pricing issues with the warranty and the car itself. I had to spend hours going back-and-forth with the people and kept trying to leave, but you guys will not let me leave. You kept my keys from me of my trade-in and kept telling me we could make a deal. You guys practice completely unethical business practices, and take advantage of people then wonder why we get hostile in return when all we want is what we PAID for and what we were promised. Tania had no knowledge of that or the warranty but yet wants to be rude with me over the phone, so yes, the phone call did escalate because she does not know how to handle a situation or have the accurate info to take over which is extremely unprofessional to be in her position of a “manager” and not know what is even going on. As for the pre inspection and detailing of the car, the car was never fully detailed, and the car was dirty when I arrived. They told me the car would be detailed while I did the paperwork, which it wasn’t but it was after close so it could not be detailed by time I left. The car has hidden hail damage that was not disclosed at the time of sale that I later discovered, as well as other issues that were hidden with the car that they covered up. I think it’s funny how this dealership cannot take an ounce of ownership for any downfalls on their end and instead, will constantly attack me directly and lie, and still not provide me with what I was promised and paid for at the time of sale months later. I want my actual FULL CPO AND WRAP warranty that I was promised and paid for at the time of sale to resolve this matter. I paid 1,900 for the additional wrap coverage that should be till 10 years, 100k miles. Had you guys actually been truthful and told me it was only a year of coverage, there is no way i would pay 1,900 for that poor coverage and went elsewhere for a warranty and not have been taken advantage of by your shady dealership. The warranty that I was provided today by this dealership again was not in the system and instead there was two other warranty’s that are for less than what I paid for and was promised that you can gladly review in the paperwork I was provided at the time of sale that I included in the original dispute and complaint. Literally all I want and have wanted, is the full CPO AND WRAP coverage I asked, paid and was promised for. Instead, I get lies and hoops to jump thru for months to STILL have no answers by this “business” and still cannot get my car repaired unless I pay out of pocket for something that should be covered if the dealership actually did their part of the deal. 
  

   

  warranty coverage I was provided according the the warranty company that I called on the paperwork I was provided today by the dealership. 
  

   

  Mechanical (powertrain)
  8/8/25
  53,194
  ***************
  
  Wrap 
  7/5/26
  100k miles 
  ****************
  
  
  **SHOULD BE 10 YEAR / 100K MILES**

  
  
  
  Regards,
  
  
  
  ******* *******
  
  

  Business Response

  Date: 07/17/2025

  We have communicted with *** ******* via another platform and both parties have come to an agreement to settle the complaint.  

  Business Response

  Date: 07/24/2025

  We agreed to give him a different warranty.  He accepted the new warranty that extends far past the warranty originally presented at the time of the deal.  The original warranty would of ended on 7.5.29, the new warranty will end end on 7.16.31.  This was resolved via *******.

• Initial Complaint

  Date:04/14/2025

  Type:Product 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.

  Hi,
  
  I failed to claim warranty of the paint defection at first because both *** and Dealer didn't do anything to help after 1 year getting help even I bought a BRAND NEW vehicles suppose to get good warranty. First Service manager Christ was so bad for communication, no help or any response for calls but he was who told me the damage was start from "defect" paint jobs, the paint was peeling from the metal and he will try to help. When he quit, DUSTIN, he is the second manager came in after and saying that he has nothing about the details or any infomation of that claim, try to see the damage and said " look like it was damaged ". How is it not look like a damage spot after 1 YEAR WITHOUT fixing it? This is horrible issue that I have to deal when I bought a brand new car from ***. Sale was nice so I thought I got a good services and warranty later. I spot the peeling after 2 days got the car tried to text saleman for help and acknowledge that saleman is also quit.
  
  I came back again today for different issue of this dealership. They had my car in for service on the February 4th morning with PERFECT condition, the advisor make an overall inspection and report no damaged except the paint still not fix then I gave them my key and wait for them. After received the car, I spot that a broken part from the lower front grille and came back to tell them, I asked for the camera and the inspection video like usual but they didn't have anything. I still has no resolution with this business as the bad experience that they gave me. I just want they to repair the damaged part that occured in their possession.

  Business Response

  Date: 04/15/2025

  The customer complaint of the grill being damaged by our service department is not correct. The technician would not been able to do the damage the customer is complaining of. The Service Manger inspected the car with the customer, and it appears the damage is caused by something from the road hitting the component. We do not accept any responsibility of this damage. This has been conveyed to the customer. We also on his behalf asked *** of America for any goodwill assistance and they have declined. 

   

   

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  *** contacted me this morning again April 15th, 2025 and they said there were nothing has been DECLINED on their end, USA *** told me to bring this matter up again when ai have service in the dealership, they said that they have never see any work order or any techline case open for this issue even I has been report this at the first glance when I bought the car. They said that every diagnostic have to be at the dealership and determined by the Dealership, they just have to pay the work order. 

   

  About the damage, I have never seen it before the date of service for my vehicle, so it must occured inside the service time, I was asking Service Manager about the video for inspection or any kind of video I can see that not happen inside the workshop, but I have nothing to proof that, I just need to know wasn't inside the dealership.
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 04/28/2025

   

  This situation appears to be a case of a vehicle owner seeking multiple repair facilities for the same issue, ultimately leading to confusion regarding who to trust. The vehicle was initially inspected and repaired at a local ********* location. However, it was brought to our shop on March 20, 2025, still exhibiting the original concern: a brake pedal that was losing pressure and gradually dropping to the floor.
  
  Upon inspection, our technicians checked for visible leaks, scanned for diagnostic trouble codes, and attempted to re-bleed the brake system following the prior repair. During this process, we discovered that the bleeder screws on the right front and left rear calipers were seized and required the replacement of both calipers. The client approved the recommended repairs, choosing to proceed with us rather than return to the original repair facility.
  
  We replaced the affected calipers and successfully bled the brake system, restoring proper brake pedal pressure. The vehicle was picked up by the client but was returned shortly afterward with the same issue: the brake pedal initially held pressure but would gradually lose it over time. Our technicians re-bled the entire brake system, including the ABS module, and ultimately diagnosed a failing master cylinder that was no longer able to maintain pressure.
  
  At that point, the client chose to return to *********, where the master cylinder had originally been installed under warranty. Since then, we have not received any further communication from the client, and we can only assume the issue has been resolved at that facility.
  
  Given the circumstances, I do not believe a refund is warranted for the repairs we performed. The seized bleeder screws were a clear and separate issue that should have been identified during the original repair. We went above and beyond to assist the client, and only redirected her to ********* due to the applicable warranty coverage on the previous work completed there.

   

  Dustin M****, *** Service Manager

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Hi, I think this dealership doesn't know what he was talking about. He responding to someone else case and not my case, my car bought brand new and never get a brake issue, mine are all about warranty issue. Please correct the details.

  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 05/14/2025

  I am uncertain how I can provide any further assistance to Mr.
  Pham at this time. I initially made contact with him in February of this year
  and facilitated the submission of his paint concern to *** Motors. This marks
  the second instance during his ownership in which this issue has been filed on
  his behalf, and the second time *** Motors has declined to authorize repairs
  under the factory warranty. This determination lies solely with the
  manufacturer and is beyond the control of Jeff Wyler ***.
  I sincerely empathize with *** ****** situation and have taken all
  appropriate steps within my capacity to support him. Regarding the secondary
  damage to the vehicle, this appears to be a matter best addressed through his
  insurance provider. Additionally, the damage to the upper grille does not
  constitute a manufacturer defect, nor is it consistent with damage that could
  occur during an oil change service. It is most likely the result of road
  debris.
  While it is regrettable that a resolution has not been reached
  despite multiple efforts to assist *** ****, all available avenues within our
  authority have been pursued. 
  
  
  Best regards,
  
  Dustin M****
  Service Coach
  Jeff Wyler *** - Fairfield
  ###-###-####  
  

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  This is unacceptable as a big business keep trying to go around behind any of issues. 

  
  

  First of all, I have this peeling from a little bubbles after 2 DAYS from the original date of purchase the vehicle, I contacted the people inside the dealership to get anytype of instructions but no help. I drove to the dealership after that to get closely looking at it, the first manager confirm the issue wasn't from any physical damaged since he was able to see the darken of the peeling paint surrounded that little small spot of the damage and no sign of any kind of ding, so he told me to wait and nothing else I have to do. 8 months after that, I knew he quit from the business and no one know anything about my issue. I contacted *** personally and they said they won't able to work anything with since the dealership never start any work order.

  
  

  After 1 year, the damage still occur without any type of repairs or response of the business and of course it will look worse than the original. I came in to see the second MANAGER and got very surprised that he told me completely different from the first Manager, I don't have time to play and spend that many times to stop by for nothing until he tell me *** declined. 

  I contacted *** by myself again, the agent on the line said they never see any work order or techline case number has been created by the dealership, so they can never decline anything by that. They told my VIN number has 0 claim on it and still under warranty, as long as the dealership doesn't want to do anything, *** can't step in for further assist. Nobody claim anything for their work but me has been kicked  between 2 sides. This issue has been from a little became bizarre, I feel regret to spend money on this dealership, I put money to buy the car and expected a good care of the business but completely opposite.

   

  
  

  
  

  
  

  
  

  
  

  Regards,

  
  

  ***** ****
  
  
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 05/27/2025

  I'm sorry to hear that you received conflicting information from *** Motors. After reviewing my records, I can confirm that the photographs I took in your presence were submitted to *** on February 17, 2025, for prior repair approval. These images were not provided to *** Consumer Affairs—the department you spoke with—but were sent directly to my *** District Parts and Service Manager, who serves as my direct contact for such matters.
  
  On the same day, the repair was reviewed and determined to be unwarrantable. It was noted that similar photos had been submitted by my predecessor in July 2024, and the same conclusion was reached at that time: the paint damage was not considered a factory defect.
  
  Regarding the secondary concern—the broken lower grille—we inspected this issue together in my service drive. The grille is recessed within the front bumper, and there is no visible damage to the bumper itself. Given this, it is unlikely the damage occurred in our facility, as any contact with shop equipment or tools would have first impacted the outer bumper. Additionally, you mentioned that the damage was first noticed after returning home, approximately 15 miles away. This suggests it is more plausible the damage was caused by road debris during your commute.
  
  I truly understand and empathize with the frustration you're experiencing with your vehicle. As I promised, I have made every effort within my authority to seek support from *** Motors, but unfortunately, I was not successful in securing assistance. I sincerely hope your continued efforts yield a more favorable outcome.
  
  
  
  Best regards,
  
  
  
  Dustin M****
  
  Service Coach
  
  Jeff Wyler *** - Fairfield
  
  ###-###-####  ******

  Customer Answer

  Date: 05/31/2025

  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. 
  
  This problem has been taking too much of my time and didn't come to a good conclusion, the business will not able to help me anything since I'm regretting put my money down for this.
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:03/27/2025

  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 have an issue with my brakes on a **** *** *******. Beautiful vehicle. I took it to *********, and they changed the master cylinder and bled the brakes. Same issue: soft pedal. They suggested the Abs module. I take it to Jeff Wyler Kia in Fairfield. They claim two of the calibers needed to be replaced because the bleeder was seized. Then how did ********* bleed them? $1,570 later, same issue. I had the service manager talk to *********. He claims it is the newly replaced master cylinder. ********* says it is an ABS issue. Kia wants me to go back and replace the newly replaced master cylinder. I am confused. Just reset or replace the ABS module. If I have the master cylinder replaced again and that does not solve the issue, I am going after Jeff Wyler Kia of Fairfield in the court system.

  Business Response

  Date: 04/28/2025

  This situation appears to be a case of a vehicle owner seeking multiple repair facilities for the same issue, ultimately leading to confusion regarding who to trust. The vehicle was initially inspected and repaired at a local ********* location. However, it was brought to our shop on March 20, 2025, still exhibiting the original concern: a brake pedal that was losing pressure and gradually dropping to the floor.
  
  Upon inspection, our technicians checked for visible leaks, scanned for diagnostic trouble codes, and attempted to re-bleed the brake system following the prior repair. During this process, we discovered that the bleeder screws on the right front and left rear calipers were seized and required the replacement of both calipers. The client approved the recommended repairs, choosing to proceed with us rather than return to the original repair facility.
  
  We replaced the affected calipers and successfully bled the brake system, restoring proper brake pedal pressure. The vehicle was picked up by the client but was returned shortly afterward with the same issue: the brake pedal initially held pressure but would gradually lose it over time. Our technicians re-bled the entire brake system, including the ABS module, and ultimately diagnosed a failing master cylinder that was no longer able to maintain pressure.
  
  At that point, the client chose to return to *********, where the master cylinder had originally been installed under warranty. Since then, we have not received any further communication from the client, and we can only assume the issue has been resolved at that facility.
  
  Given the circumstances, I do not believe a refund is warranted for the repairs we performed. The seized bleeder screws were a clear and separate issue that should have been identified during the original repair. We went above and beyond to assist the client, and only redirected her to ********* due to the applicable warranty coverage on the previous work completed there.

   

  Dustin M****, Kia Service Manager

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  That is not true. The vehicle was brought to you because ********* could not address the problem which they deemed an issue with the ABS. I, then, took the car to ****** Kia who confirmed what ********* said while Dustin sat there with a smug, arrogant grin on his face while talking to Kelly at *********. The HECU had to be replaced, $3,991. So no, I was in no way confused. Jeff Wyler chose not to listen to a different mechanic. As a matter of fact, their paperwork stated the brakes were functioning as designed, which they were clearly not.
  
  
  Regards,
  
  
  
  ******* ********
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  2/7/25 bought a 2018 Ford EcoSport. Left the dealership at around 8:30pm - after hours due to signing all paperwork. Note, included in paperwork they added a 6 month mechanical warranty. I did ask for the payments to be close to $200/month and know of my credit. This additional warranty, plus I was told the price would be around $8,700 and it is $10,200.
  2/8/25 I left from where I live at 8:30am to go to Jeff Wyler - the CHECK ENGINE light was on. I took a picture and showed it to the salesperson, ** about it. An appointment was made for 2/11/25 or 2/12/25 to bring the vehicle in for service. Told that an alternator and thermostat needs to be ordered.
  2/18/25 brought in - got a courtesy vehicle. Picked up on 2/19 - running OK. On 2/20/25 while on I275 around 5pm the ENGINE LIGHT was flashing and the vehicle was shaking. I called A*** the Service Advisor right away. Got a call on 2/21 to bring it back in. Given another courtesy vehicle. Told that the vehicle would be brought to Kerry Ford to check vehicle. On 2/26 told that a TRANSMISSION SPECIALIST will need to insect the vehicle.
  3/6/25 A*** AT JEFF WYLER CALLED TO TELL OF TRANSMISSION OVERHAUL NEEDED AND IS A WARRANTY ISSUE (this is NOT SOMETHING THAT I SHOULD HAVE TO PAY FOR).
  3/7/25 I did go to Kerry Ford to get all of my things out of the EcoSport and told by K**** at Kerry Ford that it will be around 3-4 weeks till I get it back. I did get estimate in writing and told that the transmission will be guaranteed for 3 years.
  DURING THIS TIME I HAVE CALLED TO TALK TO A*** AT JEFF WYLER KIA WHO REFUSES TO RETURN MY CALLS AND NO ONE WILL TELL ME WHAT WILL BE DONE AND ISSUE WITH WARRANTY. I DID ASK ABOUT REPLACEMENT ON VOICE MAIL. NOTHING DONE PLUS CALLED WYLER CORPORATE AT ###-###-#### - NO CALLS RETURNED!!!!
  THIS IS AGAINST LEMON LAWS AND MORE!!!!! PLEASE HELP!!! I AM A SENIOR CITIZEN AND THIS IS TERRIBLE!!!! HOPEFULLY YOUR WORK WILL HELP!!!!
  WANT BETTER SUV AND PAYMENTS AND GUARANTEED WORK!!!!

  Business Response

  Date: 03/18/2025

  We are sorry to hear about
  your poor experience.  We inspect every used car that is retailed. 
  It is highly unfortunate that this car had problems, let alone so soon after
  the purchase.  Luckily, the car is under warranty and the work is being
  done.  Also, a brand-new KIA has been lent to you as a loner at no cost to
  you.  We are told by Kerry Ford that your car is scheduled to be completed
  by March 21st, 2025.  All calls have been returned, but the option to
  leave a voicemail is not always given when calling.  At times, the call
  just drops when a greeting/voicemail would normally start.  Jeff Wyler has
  supplied the 6-month warranty and the loaner car at no expense to you. 
  The warranty company is replacing/overhauling your transmission.  There is
  little to no cost at all for anyone except Jeff Wyler, which we are happily
  providing due to the circumstances.  

  
  It is also worth noting that there is no lemon law on used
  cars.  This law is only provided for new cars.

  
  

• 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.

  They would not honor recalls

  Business Response

  Date: 03/04/2025

  Upon further inspection of the customers situation, we will be reaching out to *** on the customers behalf to try to get the customer some assistance. We have reached out to the customer to inform them of what we are doing and will contact him again when we have the results.  

• Initial Complaint

  Date:02/09/2025

  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.

  I was working with sales representative named Danny from last few weeks on a used vehicle vin:*****************. We agreed pricing on 02/07 and decided to move further with the paper work. Provided all personal information on phone and credit check was performed on same day. I was told a notary paper will be sent by 9:30AM on 02/08.
  
  Danny confirmed on 02/08 that vehicle is getting detailed and have it ready for delivery process at 8AM. Around 9AM received follow up message on confirming 7.84 APR with national lender and sent updated estimate with the monthly payments. I sent a follow up message in regards notary document at 11AM, after an hour got response from Danny that manager will reach out to me. At 1:30pm Brian texted me “ I regret to inform you another person has sold the *** ******** today. We were not allowed to hold it since they were here on the lot to purchase. ~Brian sales manager”. I have made all my plans to travel on road form ******* to **** as soon as document was ready. In this gap they sold vehicle to another buyer. I was completely cheated in this transaction and need justification.

  Business Response

  Date: 02/22/2025

  I am sorry that you feel as though you had been cheated.  I know it's frustrating when a car sells before you are able to arrive.  We do have a strict no hold policy on our vehicles.  There are numerous reasons why, and one is the reason you experienced.  We cannot hold a vehicle for someone when someone can walk in at any time wishing to purchase it.  You'd be surprised how many people have asked us to hold vehicles (from in and out of town) and never arrive.  In the meantime, others have come wanting to buy it and were unable to.  This then cheats those customers.  With that being said, we decided many years ago to not hold vehicles.  I hope this clears up any confusion, and again, I am sorry that it did not work out. It was not intentional or a desire to cheat anyone.  We were just following our store policies.

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  In general, I agree with you on hold policy, in my case we completed Credit check and agreed on APR and terms and was preparing vehicle for delivery. and your sales representative was supposed to send me a notary document which I was waiting to get it done. It wasn’t me holding up this transaction, have made all my arrangements to drive down dealership on the weekend. As I’m pregnant, my spouse wanted to travel both ways on same day.

  
  
  Regards,
  
  
  
  ****** ***** ******
  
  

  Business Response

  Date: 03/04/2025

  I am very sorry to hear about our lack of urgency. Had I known, I would have called and done what I could. I truly do understand the frustration. We have a sales meeting in the morning, and I will address having more of a sense of urgency to prevent this from happening in the future. I hope you can accept my apology, and congrats on your pregnancy!
  

  Customer Answer

  Date: 03/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Thanks, I was told by manager Brian that he is going to find me same spec vehicle and remove the credit checks performed. It’s been more than 40 days and haven’t seen credit hits were removed from my account. Please take care as soon as possible. I’m looking forward to hear back from you. Give me a call at ###-###-####, if you have any questions in regards my request.
  
  Regards,
  
  
  
  ****** ***** ******
  
  

• Initial Complaint

  Date:01/06/2025

  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.

  I took my car to this shop March 25, 2024 because it keeps cutting off. Was told by manager he would keep the car until he hears back from the corporate office. Was told January 3rd that they will not fix the car and I have to pick January 6th or 7th. I asking for a replacement battery since it's been there since March, and they are telling me know. So they want me to pick up a dead car that doesn't work.

  Business Response

  Date: 01/13/2025

  The battery was replaced for this customer under warranty. She currently has her car. Kia on May 1st, 2024, declined her request for a buyback. She was told by the service advisor to pick up her car. She stated she was going to call KIA to get the car back. There are notes from Kia stating on the same date that her car will not be repurchased. 

   

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising 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.

  On 11/25/2024, I purchased a 2025 Kia K5 GT-Line for $38,903 from Fairfield Auto Mall (KIA) in *********** ***** As an active-duty member of the United States ***** *****, I was on leave in **********, my home of record. During the purchase, I was only provided one key because the dealership had lost the second key. I was assured a replacement key would be mailed to me once I returned to ********.
  
  Three weeks after returning to ********, I had not received the key. On 12/15/2024, I inquired about its status. After following up on 12/17/2024, I was told the key had just been mailed. On 12/24/2024, I asked for a tracking number and was informed that mailing the key was not possible. Instead, I was told I would have to drive back to ********** to obtain and have the key programmed. This was not feasible given my location and responsibilities.
  
  The dealership then suggested I go to ******* *** of ******* in ******** and have them bill Fairfield Auto Mall for the replacement key. ******* *** informed me Fairfield Auto Mall needed to arrange billing directly. On 12/27/2024, I relayed this information to Fairfield Auto Mall, who said their manager would contact ******* *** on 12/30/2024. Fairfield Auto Mall later claimed they tried contacting ******* *** but received no response.
  
  Fairfield Auto Mall provided a PO number for ******* ***, but on 12/31/2024, ******* ***’s Parts Department said the PO number would not suffice. Fairfield Auto Mall then told me to purchase the key myself and promised reimbursement. This is unreasonable, as I should not have to pay for a replacement key I did not lose. I proposed Fairfield Auto Mall issue a check directly to ******* ***, but they refused.
  
  This experience has been stressful and time-consuming. Fairfield Auto Mall’s refusal to resolve this issue responsibly demonstrates poor customer care. Requesting the BBB assistance in holding Fairfield Auto Mall accountable to ensure they provide a second key without further burden to me.