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:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Lawton Kia in 2020 and have been paying for a warranty for four years. I am the first owner of this vehicle.A *** dealership in ***** informed me that my name is not on the **** I contacted Lawton Kia, and *****, the salesperson who sold me the vehicle, told me they were not allowed to speak to **** contacted corporate and resolved the issue yesterday. However, today, ****** called me threatening and harassing **** do not understand why you allow your employees to antagonize customers. Why would she call me after stating yesterday that they were not allowed to speak to me? Why do Lawton Kia employees continue to harass me?I will be filing a lawsuit against Lawton Kia."

  

  Business Response

  Date: 09/09/2024

  We apologize for any confusion. We reached out to the warranty company to assess the situation,  and found that the customers name was misspelled and we corrected it. We reached out to the customer to explain the discrepancy and let her know next steps so this would not happen again. Again we apologize and will not reach back out to **************

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Damage to Glove Box - 2024 ************** Dear Lawton Kia Service Manager,I am writing to express my extreme disappointment with the recent service my wife received on August 3, 2024, for her 2024 **************. The sole purpose of the visit was an oil change. While we understand that multi-point inspections are complimentary, our specific request was for an oil change only.We are aware that accessing the air filter requires opening the glove box. However, we were never informed that the glove box was damaged during this process. The broken piece of the glove box arm was left inside the compartment. This oversight could have been easily prevented with a simple notification.We take great pride in our vehicle, especially as we are still making payments. We would like to request that our vehicle be returned to its original condition before the service technician accessed the glove box.We kindly request that you contact us to address this matter promptly.Thank you for your immediate attention to this issue.Sincerely, *****

  

  Business Response

  Date: 08/05/2024

  We reached out to the customer this morning and asked him to bring the vehicle in so we check it out. 

• Initial Complaint

  Date:05/20/2024

  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 vehicle on 03/19/2024. I traded in and paid the lien off which was $3,938.20 I put a down payment on the vehicle I bought from them of $2,499.80 They issued me two paper tags since. I'm currently still owner of the trade in vehicle that they took from me and sold on thier lot a week after we signed the contract. I'm still making payments on my old vehicle and the title is still in my name. They haven't made attempts to buy off my old car yet sold it instantly. I also haven't recieved my title for the vehicle I purchased from them still for the tags, tax and title and it's currently 05/20/2024. What are my rights and the next steps? They're requesting I sign new paperwork saying I now purchased the vehicle as of 5/20/2024 because they passed thier 60 days.I don't want to keep repeating the process of doing this again for another two months. Please help.

  

  Business Response

  Date: 06/13/2024

  This is not one our customers.  Paperwork reflects ********************** CJDR and not Lawton Kia

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was initially quoted $1800 for a low pressure pump issue. Then once the fix was completed they stated it was $3600 and the problem remained

  

  Business Response

  Date: 05/17/2024

  The customer demanded the vehicle be put back together WITHOUT the parts required to fix it. 

  Customer Answer

  Date: 05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  i was never notified there was a fee to check the fuel pump and a separate fee to out the prts together. Why was I not informed of the fees. This predatory practice should be rectified.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/29/2024

  We informed the customer during the high-pressure pump repair that  it would be necessary to tear down the engine to identify damage done internally from the long term leak from the fuel pump. The customer agreed to this tear-down in person, with the ************************ Manager, and technician present.  After identifying the issue, the Service Manager contacted the customer to explain the problems, necessary repairs, and parts required. Upon learning that the issues were not related to a recall (based on the vehicles VIN), the customer requested that we reassemble the engine without completing the repair, as they wished to take the vehicle elsewhere. We complied with the customers request. However, since the customer approved the work, parts were purchased and labor was already performed, making the customer responsible for the associated fees....

• Initial Complaint

  Date:04/11/2024

  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 had repair done to my vehicle on 2/24/24 and part of it was to get brand new tires. I advised *** that I hit a curb and the car wobbles so I was advised that they will fix it so it wont wobble no more. They held my car overnight and from my knowledge the issue was fixed. When I was driving to work people would tell me that my back left tire is wobbling like the tire is not screwed on all the way. I would pull over and see the rim not attached to the tire but the other tires looks like that too so I just assumed that is how the tire supposed to look. I came home today from work and my boyfriend was looking at that tire when I drove past the house and he advised me that the tire is wobbling and it looks bad. I then call *** and tell them the issue and was advised to bring the car into the shop to look at the tire. Me and my boyfriend brings the car to Lawton Kia and they take the car to the lift so check the tire. The woman that was in the blue came and told me that the weights in the back of the two tires are heavy and they dont carry heavy weights like that in their store. I advised her that Lawton Kia was the only people that does work on my car. She then proceeded to tell me that my two back rims are bent real bad and need to be replaced. Im confused because I bought brand new tires from them and they put bent rims on the tires. The lady then proceeds to tell me that they do not do that and I need to pay $50 for them to fix it. She then tells me that I have a problem with hitting curbs or something like that was a one time incident and then you try to use it as Im a reckless driver. The young man in the back is staring me and my boyfriend down like he wants to fight or something which was weird. I wanted them to fix the rims because they should of seen that they were bent when they put them on those brand new tires. I work on the base and have four kids to raise. Im the only person that drives my car no one else. This does not make sense to me. I need help.

  

  Business Response

  Date: 04/12/2024

  Six weeks ago, we installed new tires on her car. She acknowledged hitting something. I've clarified that the tires are intact but the rims are bent. I didn't request any extra payment from her. Instead, I suggested she might consider sourcing a replacement locally from salvage, at minimal expense to her, and I would install it at no charge to assist her. The damage to the wheels resulted from an impact.  Lawton Kia did not damage her wheels.  Thank you, *****************************. 
  

  Customer Answer

  Date: 04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because I did not hit anything I told Lawton Kia I hit something six weeks ago and they told me they will fix the issue instead they put the bent rims on the back of my tires. Im not spending anymore money when I spent all that money on brand new tires and Lawton Kia put bent rims on the tires. I dont appreciate being called a liar and I want Lawton Kia to own up to their mistake and fix the rims. Im not spending no more money because it is not my fault it was the mechanic that put bent rims on brand new tires. I did not like how the lady in the blue was talking to me and calling me a liar and she was not hearing me at all. Her customer service was horrible. I just want Lawton Kia to fix my rims and I dont pay anything because they got enough from me a six weeks ago.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/17/2024

  When the vehicle was brought in at the end of the February the customer disclosed that she hit something. She purchased tires as well as other services and at that time the rim was not as severely bent as it currently is.  If it had been, installing a tire would have been nearly impossible.  Its been 6 weeks since the tires were purchased and installed and now she is saying that we did it. With the current level of damage to the rim, there is no way she would've been able to drive for 6 weeks. When i explained the next steps and that she would need to purchase a new rim for the vehicle, even suggested she check salvage yards for cost-saving options and assuring her I would put on the new rim.  The customer did not like either option and left upset.  We did not damage the rim.

  
  

  Customer Answer

  Date: 04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because Lawton Kia just admitted to putting bent rims on my back tires and failed to let me know that my tires need new rims. I tried to explain that the lady in the blue shirt kept telling me that I had to take it somewhere else because they dont put bent rims on brand new tires. Clearly they do because they admitted to putting them on there because the rims was not bent that bad. How unprofessional is this place. If I hit the rim again the tire would be effected as well which it is not. The car rides real smooth so I wouldnt have even know the rim was that bad if people on the street didnt stop me and tell me what the tire looks like from behind. It looks like it wobbling but again cant tell while driving. I dont like how Lawton Kia treat their customers and they kept telling me Im lying but there is no damage to the tire itself. How can someone damage a rim but not the tire itself. Like come on take accountability and fix the mistake. Thats all I want Lawton Kia to do. Why not offer me a quote for new rims? Instead Lawton Kia put bent rims on a tire after I admitted that I hit something prior to me paying for new tires. Lawton Kia did this on purpose because Im a woman and I feel they taking advantage of me. Basically Lawton Kia took the bent rims in the front tires and put them in the back. They failed to tell me I need new rims. I think Lawton Kia did this on purpose so I have to come back and spend more money with them. Im not giving Lawton Kia no more money because it was their mistake that they made from the beginning. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I consistently paid for BG services during my routine oil changes. I have been told multiple times over the years I would have lifetime coverage if anything were to happen to my engine. I have collectively paid thousands of dollars for these additional services under the assumption I would be covered if anything bad happened to my engine. This past week I had a serious issue with my engine to which I need a new one. When I contacted Lawton Kia, their Service Manager first told me I wouldnt be covered due to a gap in service. For that instance, I did not have any Kia ********** near me, so I got an oil change at ********** I was then told ********* likely gave me a synthetic blend for the oil change which was the reason my engine had troubles. She told me if I could prove I had this oil change I could file a claim with BG, but it would be through the Kia ********** where my vehicle was towed. She was willing to fax my information to the other Kia **********, but besides that, her many claims I would be covered was a lie. She didn't even seem empathetic for my situation, more defensive. I found out from someone outside of Lawton Kia you lose coverage if you have one oil change without BG MOA. What upsets me is that the members of Lawton Kias ****************** not only failed to tell me this from the beginning, nor inform me I was no longer covered since 2020, but they continued to sell me the additional service even after losing coverage. What upsets me with the Service Manager, I dealt with her the most for services, she told me multiple times throughout the years I was covered for any engine troubles, and she never told me I was no longer covered by BG. She also blamed my engine dying on the oil change I had that wasnt under Lawton Kia. I find it difficult to believe my engine died because of sludge build up from one oil change I had over a year and a half ago. If there was sludge, it should have been resolved with the ************** I received afterward.

  

  Business Response

  Date: 12/08/2023

  The customer has not tried to file a claim with ******* give us the opportunity to assist. We gave him instructions with next steps that he did not follow.  We just spoke to this customer and he noted he would be trading out the vehicle. We added that if he would have the location the vehicle is at file the claim that we would reach out to BG personally to assist. He thanked us for our my time and apologized saying that he's having a hard time right now.

  
  

  Customer Answer

  Date: 12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have have made multiple attempts to request assistance with filing a claim through Lawton Kia and got no help.

  After my conversation with the Service Manager last Friday, I decided to file a claim after all, but when I called her back I went to voicemail. I proceeded to call the Service Manager and Lawton Kia 13 times within the past week and nothing. Most of my phone calls are forwarded to voicemail after one or two rings. I've left 2-3 voicemails requesting to file a claim and to receive a call back. When I was able to speak with someone they told me the Service Manager was there but was busy and I needed to call her back after lunch. When I did the call went straight to voicemail. I had one person from Lawton Kia say they would connect me with someone who could help, but then proceeded to hang up on me. I asked someone at ********** to call and ask for my service records for me. When they did they were told only I could ask for my records and I needed to call. So I called immediately after and was forwarded to voicemail again.

  So I drove to Lawton Kia and hour ago and asked for the General Manager and the Service Manager. Neither were there so I requested they inform the ** to call me back regarding my complaint. They told me the Service Manager was sick for the past few days but I've had two individuals confirm the Service Manager was at work the first two days I called in and left a message. I wish to file a claim through **********. If BG does not cover my engine replacement Lawton Kia should cover the expenses due to providing me with the false claim of coverage and continually having me pay for the extra services.

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

  

  Business Response

  Date: 12/18/2023

  Please contact General Manager - ******************************* directly at ************

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased in cash a 2023 Forte GTLine from Lawton Kia in July 2023. The purchase included a warranty. I unexpectedly got a nail in my tire and the Lawton Kia ****************** was phenomenal helping get it fixed. When i showed up to pick up my car my purchased warranty had certain options removed when we negotiated the price. This was not disclosed to me by the salesman at the time of purchase. I asked to speak to with a manager and they werent going to honor the warranty. Eventually after a lot of back an fourth the general manager stated stated they would honor the warranty. I did not have to pay for the patch but i would advise anyone buying a car there to check their warranties and when purchasing from there

  

  Business Response

  Date: 10/09/2023

  The manager addressed this with the customer on Saturday and this has been resolved. 

  Customer Answer

  Date: 10/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:03/17/2023

  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.

  Bought a 2020 ****** armada 4 months ago. They lied about the price. It was 27k online and they said 30k when I got there. They said it was because of taxes and fees but I ended up paying a total of 34k. I noticed when I drove it on the highway it was wobbling. I got my tires checked and one tire is bald and the other is the wrong size tire. The car also needs an alignment now. Now today my car wouldn't start. I finally got it started after about 6 attempts so I took it up there and they say nothing is wrong with it except the tires and alignment. They told me they fully inspect every car and make sure it's in good working condition. Today he told me they didn't actually inspect my car another dealership did and nothing was checked by them. I have this on video also. I asked to speak to a manager he said there isn't a manager there.

  

  Business Response

  Date: 03/17/2023

  ******************************* is the general manager.  He is there virtually every day.  Please speak with him, and he will try to make reasonable accommodations for you.

  The reality is that a used car was purchased, and so there is no legal obligation to do anything.  However, we value our customers and so many times do that which we are not legally required to do.

  thank You.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: I was there for almost 2 hours with my 3 kids and was asking to speak with a manager and they said to write my name and number down and they would have him call me. I understand I bought a used car but they told me all the cars are inspected and are road ready. Then after I buy the car they tell me they didn't look over the car at all before selling it to me.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/20/2023

  As previously stated, we are not happy that ******************** was not 100% satisfied with the performance of her used vehicle.  However, this is as stated the unfortunate potential reality of buying a used vehicle.  Should ******************** like to continue the conversation in person she is welcome to come in and speak with our management team.  Though I am doubtful there is much we will be able to do, perhaps we can at least put a personal touch to the matter.  Again, it is the Dealership's hope that this response allows the Bureau to close this matter with a finding of no fault on either Party's behalf.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: I'm not **********************
  
  Sincerely,
  
  *************************