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:08/29/2025

  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 been trying so hard to get my window fixed in my car. I officially missed four days of work trying to go in there do that. At First, they scheduled my oil change and promised me that a crew would be there to fix my window. They werent there I came back to another appointment, they figured out they needed to order a part. I came back to the third appointment, they ordered wrong part. If they actually end up getting this done by the next time, that will be four days of work that I have missed in a month and a half, four days of income gone. this is messing with my personal life in my income greatly. No one has truly apologize for the inconvenience, and they have done absolutely nothing to make upfor their mistakes. Its absolutely ridiculous. I feel cheated, unimportant, and like they just dont care. I had to keep calling in order to even know that the wrong part was in, no one communicates. I feel ghosted.

  Business Response

  Date: 09/02/2025

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced in trying to have your window repaired. We understand how frustrating it is to lose valuable time and income, and we regret that our communication and scheduling process did not meet your expectations. Our intention is always to deliver timely and accurate service. We have reviewed your repair history and acknowledge the multiple visits caused by a parts error and communication lapses. 
  
  We confirmed the part is coming in and have made an appointment on Thursday to complete the repair. During Cyrah's visit she will be getting a loaner vehicle to ensure she doesn't miss another day at work. 
  
  Thank you again for your patience, and for giving us the opportunity to address your concerns. We look forward to serving you better in the future.
  
  Sincerely,
  *** Wright 
  Service Manager
  ****************************************************************

• Initial Complaint

  Date:06/27/2025

  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.

  My wife and I purchased a 2004 ***** Element from Kiefer Kia on Sunday 6/22/2025 for $5000. We saw the ad on ******** Marketplace. It was advertised as "Runs great, everything works, always maintained". The salesman, ****, told us that the vehicle had a safety inspection with no issues and that he personally knew the previous owners and spoke about how they took amazing care of the vehicle. We bought it after a test drive with no apparent issues. There was an agreement made that I'd bring the vehicle back the next day for an oil change and that we also had one month to pay *** fees. After leaving the dealership a check engine light came on, I sent a photo to **** and he said they'd check it out during the oil change. We brought the vehicle back on 6/23/2025 for the oil change and we spoke with a finance manager about setting up the future payment for the *** fees. They wanted a blank check which we were reluctant to leave but they assured us it would only be used as a back up if we didn't pay the *** fees by the end of July. They performed an inspection during the oil change and provided a report to me. It was found that a lot of rear suspension components were blown and need replaced as well as bad brakes and a serpentine belt. The salesman suggested a shop I could take it to. How can they claim that it runs great and everything works when there wasn't an inspection completed on the vehicle at the time of the ad posting. Also how can it pass a safety inspection with a bunch of suspension issues. I was told to just take it easy and not go over any large bumps until I can get it fixed. They should be the ones fixing it. Nothing was done about the check engine light either. They also immediately ran the check we gave them, which sent our bank account into the red enough for our bank to charge us an overdraft fee. Fortunately ***** was able to fix this. Kiefer kia offered an apology and a full tank of gas for the inconvenience which we declined.

  Business Response

  Date: 07/03/2025

  To whom it may concern,

  The vehicle in question was sold as-is, and all known information regarding its condition was disclosed. We provided an inspection of the vehicle at Kiefer Kias expense and provided a copy that was signed off by the clients as well and them signing an as is disclosure and a known issue form.  While there was a mistake in processing the down payment, we immediately recognized this error and tried to refund the amount back to them.  They told us that they have closed the account the down payment was drawn from and disputed the transaction.  If any overdraft fees were incurred, we would be happy to refund those amounts due to our error. As stated in the complaint, ***** declined stating they did not need any assistance for the error. 
  
  
  Thank you,

  Jacob Kiefer

  Director of Operations

  Customer Answer

  Date: 07/14/2025

  I apologize for missing the seven day window, I don't know how I missed the response from Kiefer Kia on 7/3 but I definitely would like to respond to their message. Since filing the BBB complaint, I spoke with a manager on July 3rd. Unfortunately, I had to keep the conversation short because my wife was receiving her final Breast Cancer treatment and was literally five minutes away from ringing the bell. In that brief call, we argued over the complaint and I asked if I could call back in an hour. His argument is that I signed the inspection report acknowledging the issues at the time of my purchase and I could have backed out from the purchase. And I argued the point of my whole complaint, I purchased and signed for the vehicle on 6/22. I purchased it under the impression of their advertisement, which was that it was well maintained, passed a safety inspection, ran great and everything worked. Nothing in the ad said that it had issues. Then on 6/23 I brought the vehicle back because they promised a free oil change, which they also did an inspection with, which came back with all these issues. He said they had proof of my signature on an as-is paper and he'd text me a picture of it. It was just the inspection report from 6/23. I tried calling back after an hour to continue our conversation and the person transferring the call said he was not available. This happened three times. It's impossible to get back to the manager, the staff always says he's busy. 
  
  The whole basis of my complaint is how can they advertise it on ******** as this well maintained, no problems vehicle when they hadn't even had it inspected yet. And they only did the inspection the day after I purchased the vehicle and signed all the paperwork. I understand I still signed the paper saying I was buying it wholesale, but that was on 6/22, and it doesn't make it right that they advertised it the way they did. 
  
  Also in regards to the Down payment error. They acknowledged they messed up by putting the pay date as 6/24 instead of 7/24. Which in turn caused an overdraft of our account. Our bank called us with a solution before Kiefer Kia had one. Which was they'll just cancel the charge and refund us our money since we didn't authorize it until 7/24. Kiefer Kia later responded with an apology and an offer to come pick up a check for the amount of the fee, but we declined because our bank was already in motion to refund us the money. I specifically told them we have no intention of trying to flee the bill, we just need to pay it on the agreed upon date since we currently did not have the funds. I never said we cancelled our bank account, I don't know where they got that from. Since this all went down, United Transactions, the payment processing company they used to process the payment incorrectly on 6/24, has called me accusing me of trying to take the money from their client(Kiefer Kia) and have threatened to send me to collections for the bill. So now I have Kiefer Kia saying I still owe them $545 for the fees as well as their payment transaction company saying I owe them $545 or they'll send me to collections. Again, I've tried to call and e-mail their managers about this and I cannot get an answer back. 
  
  Attached to this e-mail you will find copies of our purchase order when we bought the vehicle on 6/22. A copy of the "proof" inspection report that I signed even though it was on 6/23, after I had already bought the vehicle. Text messages showing an immediate issue I had with the vehicle after leaving the dealership and how they said they'd look into it the following day during the oil change(when the inspection happened). They also did not look into the check engine light at all. And lastly a text message exchange with them saying they messed up on the payment. 
  
  At this point I don't expect them to do anything but I just want my complaint to be valid. They can't advertise it one way and then after they sell it, give someone a list with all the issues it has. This is a smaller financial transaction to them so they probably don't care, but this was a large purchase for us after we've suffered a lot of financial hardship in the last year. We've tried to express this to them and they just brush it off. Thank you for your time.
  

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service 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.

  Kiefer Kia has had my vehicle in the shop since February 13th. They have been extremely difficult to get in contact with. I call them weekly and they do not answer. I finally got ahold of a supervisor and now the supervisor will not answer my calls or texts for the past month.

  Business Response

  Date: 05/02/2025

  To Whom It May Concern,
  
  Haleys 2020 Kia ***** is currently at our dealership for a warranty-related repair. We have submitted all necessary documentation to ***************** and expect to receive a response early next week. Once we receive approval, we will order the required parts and provide ***** with a realistic estimate for completion, as well as arrange a rental vehicle for her use during the repair.
  
  ***** has my direct contact information and we have been in communication over the past few days regarding the status of her vehicle.
  
  Thank you,
  Jacob Kiefer
  Operations Director
  Kiefer ****************

• Initial Complaint

  Date:12/28/2024

  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 sold them my dads car after he died, They showed me paperwork saying it was only worth 8 to 9k. and offered me 6k. a week later it was listed on there lot for $14,999. I have for years been trying to find out why they lied to me and ripped me off. they always say someone from management will call me back and no one ever dose, I get put on hold and no one ever picks ***** should be illegal to steal cars in this manor from people. Today i was on hold for 6 hours waiting for anyone to pick back up, This should be considered theft! to show paperwork saying the car is worth way less then it was to steal it from me and sell it for over double what they paid me is an evil business practice. I cant even write a review on ******** every time there adverts show in my news feed because they have blocked me from tellling people what they did from me. I want them to unblock me. and to make this situation right! They knew my dad had just died leaving me the car and took advantage of me using fake paperwork to do so.

  Business Response

  Date: 01/06/2025

  I called and left a message for ****** ****.  Mr. ****** complaint lacks sufficient detail for us to research Mr. ****** concerns.  We need to know the date of the transaction, the type of vehicle, and the last 6 of the vehicle identification number.  Mr. **** can call me at ************ 8-5 PST, or e-mail the requested information to *********************************************************************.

  Thank you-**** Kiefer, Dealer Principal

  Kiefer Kia

• Initial Complaint

  Date:12/12/2024

  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 bought my **** Explorer from Kiefer Kia in 2020.11/5/24 I called Kiefer to tell them my transmission needed to be looked at. They said since it's a **** they don't want to look at it & to take it to ****. 11/11 ****** **** diagnosed my car as needing a new transmission. The warranty I purchased from Kiefer when I bought the car states that since I live within 50 miles of their dealership, they either have to do the work (but they told me to take it to **** instead) or release themselves from the warranty. It took until 11/21 for Kiefer to return a call or email to the warranty company stating they would not release ************** had to take it there. Multiple attempts to reach the service manager were made by the warranty company, ****** and myself between 11/11 and 11/20.11/25 I took my car to Kiefer for them to diagnose. I had to call them repeatedly late in the day asking when they would come pick me back up from home to get my car. I was told they would not release it to me as it was unsafe to drive. ****** had said it was ok to drive until the work could be done. 12/4 I was told by ****** at Kiefer that the new transmission was in & my car should be done late Monday 12/9.12/10 I was finally able to get back in touch with ****** (no one else will talk about my vehicle) and she said one more day. 12/12 I just was able to speak with someone else in their service department as ****** is out and the work hasn't even been started on my vehicle. He did confirm the parts are there. I am a single parent and need my car! Dealing with them has been nothing but unreturned phone calls & flat out lies!

  Business Response

  Date: 12/13/2024

  To whom it may concern,
  
  Shawna's vehicle is currently in our shop and will be completed by the end of the day. I called her personally and gave her my personal cell number if any issues arise. 
  
  Professionally,
  
  Jacob Kiefer

  Operations Director

• Initial Complaint

  Date:11/17/2024

  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.

  -12/29/23 I purchased a car from Kiefer Kia. . We were helped by a "Newer" *************** ***** ********. I Made it extremely Clear that I am in no way interested in any warranty on the vehicle. I even made a joke about not wanting to get the " cars Extended Warranty is almost up" phone calls. She even showed the the slip that said "No dealer Warranty" to show there wasnt one. Now, months down the road, i have paid just shy of $10,000, and, we still owe the same amount for the vehicle. In examining the paperwork we received after the sale I found 2 documents I did not sign. 1 for a $3,500 Warranty. I reached out to them and spoke with a New guy named ****, who said the sales team is all new due to they had to fire a lot of people and that he has heard similar things, and he was happy to try and help us. when we called back, i got someone else, *******. Who told me that nobody would add something i didnt want. I forwarded documents with my signature that I DID sign, along side with documents that I Did not. It was for a warranty. Every one of my signatures look alike except the ones on these warranty documents. I emailed them to the Finance manager, who then had the service manager call me. I showed them that it Does not resemble ANY of my signatures, but it Does have the identical characteristics of The Signature of the "Dealer/Creditor" Its Blatantly obvious. The sales manager told me that they will cancel the Warranty and send the remainder to the lender. Would not give me contact info for someone not tied to this situation. The person i was talking with about this, happens to be the person who Signed the "Dealer/Creditor" Line. ******* is his name. They told me i will have to basically eat the cost, there was nothing they were going to be able to do. Only when I said I was calling the ********* and News, Did ***** Kiefer Reach out to me. I know That i DID NOT sign this and DID NOT know that it was added. You can clearly see the Signings match the dealers!!!

  Business Response

  Date: 11/27/2024

  To whom it may concern,
  
  ****** and I were able to have a discussion about how the signing process works at Kiefer Kia and e-signatures. *** and ***** ended up purchasing a 2023 Rogue yesterday. After a few days of working with lenders, we were able to get them a much better interest rate and a much lower payment. I appreciate the ***** family's willingness to let us help them into a better loan. 
  
  Professionally,
  
  Jacob Kiefer 

  Operations Director

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  The people at **************** went above and beyond to make sure my wife and I felt like the wrong was corrected. They stand by the fact that it was a misunderstanding rather than nefarious.  But the lengths that they went to make sure we left satisfied is commendable.

  
  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:09/18/2024

  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 bought a 2018 Chevrolet suburban from Kiefer kia on 8/6/24. After driving the car for a couple weeks I became concerned with a noise and took it to a shop here in ******** where they informed me the transmission was making the weird noise. *** told me when purchasing the car they just replaced the transmission. I asked about a warranty but they refused to provide any information. Called *** back on 8/26/24 telling them my concerns after talking with transmission solutions on the phone and tonys garage. Finally got an answer of were they bought the transmission after they lied to me telling me they didnt know or know who put it in. Called G &R auto wreckers where they bought it and asked if there is a warranty which there was. The guy from G&R told me that transmission solutions could help see what is wrong that is where they warranty out to. *** asked me to bring the car to them so they could check it out on there end and would take it to transmission solutions after that. Called several times to check on car and no one could give me info. On September 10th Called and asked to talk to management and told them my frustration about no call and my car still sitting there not being brought to transmission solutions. They provide me a rental car when I got in the car gas light was on so asked them to fill it. The manager lady came out of her office and slammed the gas card down. Also was assured me it would be dropped off 8/11/24. Called transmission solutions 8/18/24 they still haven't received car. To top it off I had to get my auto payment set up from my car payment when I went to the bank *** provided the bank with the wrong email and phone number so the bank had to contact the fraud department to help me. I was at the bank for an hour trying to get it straighten out. All I want is my car to be getting fixed not sitting at *** and nothing being done.

  Business Response

  Date: 09/20/2024

  Dear Mikayla,
  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration and inconvenience you have experienced. We take your complaint serious, and I assure you that we are committed to resolving the issues with your suburban promptly.  We understand the importance of getting your vehicle back to you as soon as possible. Once we have the necessary approvals, we will proceed with the repairs without any further delay. I acknowledge that our communication with you has fallen short of expectations, and we apologize for not keeping you informed more regularly. Moving forward, I will ensure that you receive timely updates on the status of your vehicle. Our goal is to provide you with clear and consistent information throughout the remainder of this process. I gave you my personal cell number to reach out to if you ever have a question. I regret the negative experience you had regarding the rental car and the interaction with our staff. This is not the standard of service we aim to provide. I will address the situation internally and ensure that future interactions are handled with the professionalism and courtesy you deserve.
  
  Your vehicle was in our shop yesterday and we are doing everything we can to expedite the repair process and return your vehicle to you in excellent working condition. Should you have any further questions or concerns, please feel free to reach out to me directly. Thank you for your patience as we work through this matter.
  
  Thank you, 
  
  Jacob Kiefer | Operations

• 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.

  On 04/26/2024 I purchased a Mazda CX-9 from Kiefer Mazda in ******. After a few weeks of driving, the breaks began to shudder when applied, and a "squeaking" sound was coming from the front end. We decided to wait to address the issues until our first service appointment in August. Upon delivering the vehicle, we were told that the front break calipers were warped and the front strut was leaking, resulting in both front rotors needing replaced and the front strut to be replaced. I pointed out that this was occurring immediately after we purchased and that I did not believe i should have to pay for the repairs, as we did not cause them, and was transferred to a very rude sales manager who asked me why I didn't bring the vehicle in sooner, and saying that there was nothing they could do. When I requested the full service history of the vehicle and inspections, I was told that they "could not print these things in the office", and that I would need to come back. I was also told that "they have a reputation to uphold" and yet was only offered a discounted rate on the strut replacement, which is covered under my warranty less the deposit, and the discount would not benefit me or change the amount I would need to pay for these repairs. I do not understand why I was blocked from receiving what I requested. After my insistence I was sent a photo of a computer screen of a very basic checklist and nothing more. I left with a significant feeling that something was being brushed under the rug. Kiefer had this vehicle for a short amount of time prior to my purchase, and I do not believe that they did a thorough inspection, and it is possible that they sold this vehicle to me with known issues.

  Business Response

  Date: 08/08/2024

  To whom it may concern,
  
  On 4/16 we inspected the 2015 Mazda CX-9. Our technician completed a thorough 45-point inspection and even went the extra mile by putting 15 miles on it ensuring that it would be a safe vehicle. During the inspection we changed the oil, Topped off fluids, Replaced the rear struts,Detailed the vehicle, and even rotated and balanced the tires. Ceara brought the vehicle back in for its first service on 08/05 with over 6000 miles since the time of purchase at ****** miles. ** this time, we did find that her right front strut was squeaking and that it would be covered under warranty. As for her rotors, those are not covered under warranty and as stated were not pulsating at the time of sale. 
  
  We met with ****************** and reviewed the situation with her. We very much appreciate ******************** business. As a goodwill gesture we are willing to replace her front rotors at a discounted price. Factory rotors' price with no discounts would be $431.32 installed. Discounted price would be $366.32 installed. After-market rotors installed would be $406.00 installed. Discounted price would be $341.00 installed. We also offered ****************** to machine the rotors free of charge.
  
  Thank you,
  ***** Kiefer  | Operations

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22097903
  
  I am rejecting this response because the business has failed to provide any documentation specifically showing or proving that the rotors and front struts were inspected during the short time that the vehicle was in their possession prior to the sale. 

  My original resolution offer stands. 

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

  Business Response

  Date: 08/15/2024

  We have provided the repair order that shows a used car inspection was completed. ****************** admits the strut was not squeaking and the rotors were not pulsating when she purchased her vehicle. Struts and brakes are wear items on a vehicle and are items that the owner is responsible for. We are happy to assist as previously offered.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22097903
  
  I am rejecting this response because as stated previously, no documentation has been provided that verify the state of the rotors prior to the sale. The discounted rate being offered is more than what I can accomplish elsewhere, especially given the state of the rotors at the time of sale not being at the fault of me, the purchaser. I firmly hold that this is not a repair I should be responsible for paying for. 

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

• Initial Complaint

  Date:07/04/2024

  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 originally brought my vehicle in on 4/15 due to my voice recognition button on my steering wheel not working and my windshield wiper fluid being clogged again. I never received a call so I called on 5/3. I was told that the parts where just sitting on the shelf and they apologized for not calling me. The appointment got scheduled for 5/20. When I picked up my car on 5/20 the button was not fixed and my steering wheel was installed wrong. I is now 7/4 and I have emailed the ** 6 times to get an update on the repair, the ** has never responded. There is more information but since I am limited on characters I just summarized.

  Business Response

  Date: 07/15/2024

  A sincere apology to ************************* for the poor communication and challenges she has faced with Kiefer Kia. Kiefer Kia also apologizes for failing to resolve her vehicle issues.  Kiefer Kia is 100% committed to resolving them. ******* did bring her vehicle in today and we have resolved her vehicle issues. If there are additional problems, Kiefer Kia would be happy to make them a priority and schedule her in as soon as possible to resolve her vehicle issues. The *** ***********************, is at the dealership Tuesday through Saturday. If ******* would like to meet with the **************** Manager, *******************, he would be happy to schedule a date and time to meet.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21943492
  
  I am rejecting this response because: I am completely dumbfounded by ***'s response. I did take my car in on 7/15 for the service department to repair the damage they caused. They replaced the damaged steering wheel but did not replace the damaged airbag cover. I have attached photos. I originally took my car into the service department on 4/15/24 to have my call button on my steering wheel repaired. This repair still has not been completed so for them to say the repair is complete is hilarious! I am still requesting my call button be repaired and the damaged airbag cover be replaced asap. I have emailed ***** the ** too many times to count with out getting a reply and *** the regional service manager is the one that drove my car with the steering wheel installed wrong and didn't even notice. I do not have any confidence in either of them at this point. 

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

  Business Response

  Date: 07/25/2024

  ************************* is in communication with upper management and has scheduled a phone call for today around 5PM. During this phone call, upper management hopes to hear about ********* concerns and resolve them. Thank you.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21943492
  
  I am rejecting this response because:The original issue has still not been fixed and neither has one of the parts that the service department damaged. I have called the service department multiple times and left messages. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  To whom it may concern,
  
  Kiefer Kia has fixed the cosmetic damages on ********* steering wheel. Kiefer Kia has also ordered ******* a new head unit to fix the issue she is having with the voice control. The head unit is expected to be here in 7-10 business days, when that unit arrives, we will schedule a time for ******* to come in to get that replaced.
  
  Thank you, 
  
  Jacob Kiefer  | Operations

• Initial Complaint

  Date:06/07/2024

  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.

  Transaction date 06/06/2024. My complaint against this company is multifaceted. The primary issue I would like to bring to your attention is that I have good reason to believe management at this company deliberately hires incompetent employees that will not be able to catch them in the act of defrauding their customers. After receiving the worst customer service of my life from the employees here, when the car was finally able to be picked up, the person behind the counter admitted to being unable to read our invoice. He brought us to their "specialist" to have our bill calculated, but even she apparently does not know how to read the invoices, because her tabulation resulted in us being overcharged $391.22 on a bill that should have been $667.40, making the fraudulent total that I paid them $1059.22. The manager-on-duty this morning (06/07/2024) has admitted that these are illegitimate charges, but, due to the unacceptable nature of our entire interaction with this company, I informed them that the amount I would be paying them for the services they rendered was $0. This is also largely due to the second issue I am bringing to your attention, which is that, during the course of my car's repairs, my rear license plate went missing, rendering my car illegal to be driven on the street. The car we brought in had some issues, but it was able to be driven, meaning that this garage took 2+ weeks and charged me over $1000 to turn a drivable car into an undrivable one. I am in the middle of attempting to settle the financial matters with them directly, but should they offer me anything less that a full refund, I will be requesting your assistance in obtaining one.

  Business Response

  Date: 06/14/2024

  Thank you for bringing the complaint filed by ******************* to our attention. We take all consumer concerns seriously and are committed to addressing them promptly and effectively.
  Upon reviewing the details of the complaint, we understand that ************** was mistakenly charged $391.22 in error. We sincerely apologize for any inconvenience or frustration this may have caused.
  In response to the complaint, we have already taken steps to rectify the situation by offering a full refund of the erroneously charged amount. We regret to learn that the proposed solution was not acceptable to **************.
  We want to assure ************** that providing a satisfactory resolution is our priority. At this time, the refund of $391.22 is the solution we are willing to offer to resolve this matter.
  We kindly request that ************** contact us directly if they have any further concerns or if they would like to discuss alternative solutions. Our team is committed to ensuring ****************** satisfaction and is available to assist them further

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21818274
  
  I am rejecting this response because:

  I am rejecting this response on the grounds that it is a lie. I spoke with a man named *********************** about this briefly, but I will elaborate more here, as it seems the manager of the garage and his boss have misrepresented their own actions. If I had been offered a refund in the amount of $391.22 on Friday 6/7, I would have begrudgingly accepted it and put the matter behind me, but that is not at all what happened. What I was offered was a $190 refund for the service performed on the belt that my partner possesses a voicemail recording from *** (who I believe is the service manager) saying that we will not be charged for, as it stems from a prior issue this garage failed to catch. I was not, however, offered a refund for the $201.22 charge for the wiper fluid reservoir service that I was charged for that says on the bill that it was not performed (see previously attached document.) I was told by the service manager that his "boss" had decided to make that charge right, they would simply perform the work. Work that was specifically requested not be performed, that we were told was not necessary, and that was correctly NOT performed. On the day that the car needed to be drivable. While we also had to obtain new license plates after one of ours went missing on your property. THAT was the offer I rejected in person, because I have never been so insulted in my life as to have a business operator try to tell me what he would be willing to give me back instead of the money his employee had taken from me in error. My initial request for a full refund stands, because I still absolutely believe it is what I am deserving of in this situation, but because I am a reasonable person, I have come up with an alternative figure that I think is appropriate, calculated as follows:

  $190 for the belt service we have proof should have been complimentary

  $38 for new license plates and tags

  $92.20 for my partner's lost wages ($23.05/hr x 4 hrs) for leaving work early to purchase new license plates same-day

  $201.22 (for the wiper fluid reservoir) x ****** (the exact percentage of my money your manager felt entitled to, calculated by $201.22/$667.40, the valid amount of my bill) = $261.89

  The sum total of which is $582.09. This leaves $477.13 as the amount we will have paid for services rendered, which should cover most, if not all, of the parts and labor for our car. What it will not allow you to do is profit off of our interaction, which I think would be grossly inappropriate given the circumstances.

  I await your reply.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/02/2024

  We apologize again for any inconvenience ******************* experienced with Kiefer Kia. We would like to inform ******************* that a refund of $1059.22 will be issued and sent out today.

  Customer Answer

  Date: 07/03/2024

   
  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.

  I would like to add that I think some harsh disciplinary measures ought to be taken against the manager involved in this dispute because of his specific conduct. He tried to use the fact that I had no ability to hold him accountable for his actions against me, and many other people would not have spent nearly an entire month fighting back until a just outcome could be reached. He has doubtless been successful at duping customers this way before, otherwise I suspect he would not have been so brazen in his dealings with me. He also lied about his conduct when initially questioned by his superiors, proving that he was completely aware that his actions were totally unacceptable. This man is a ***** and a charlatan, and he has utterly no business being in a position where he can take care of unsuspecting customers. My initial comments about the counter staff being deliberately inept so as not to catch their bosses also still stand, as this process has done nothing but validate my suspicions of intentional criminal behavior on the part of management at this location.

  Thank you for your time and your consideration,
  
  Sincerely,
  
  *******************