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Business Profile

New Car Dealers

KIA of West Chester

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for KIA of West Chester's headquarters and its corporate-owned locations. To view all corporate locations, see

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KIA of West Chester has 2 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      *********** and sales were the worst Ive ever experienced. My car was damaged and the dealership attempted to overcharge myself and the insurance to receive more money and failed to fix all the issues with the car then told me that I needed to pay an additional $325 after paying over $4,000 and never fixed issue that occurred while the car was in there care. I attempted to call customer service which was a waste of time they were not helpful and said the issue was not there problem that I needed to talk to the insurance. They also did not do a proper inspection before telling me the car was ready for pick up. My tires at pick up were almost flat in which they let me drive off with low tire pressure and lights on in my car.

    • Initial Complaint

      Date:08/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 car and traded a car in. I was To get a check back for 15,900$. I received A check for ******. They will not give me the remaining $1,000.

      Business Response

      Date: 09/13/2024

      *******, 

      Thank you for reaching out and allowing us the opportunity to resolve this issue. We're pleased to confirm that the matter has been resolved and appreciate your partnership in ensuring a swift resolution. Thank you for confirming the receipt of the check, and we value your business.

      If you have any further questions, please don't hesitate to reach out to me directly at *******************************************.

      Best regards,
      **** ******
      Director of Strategy & Operations

      Customer Answer

      Date: 09/26/2024

      From: **** <*****************************************************************************************************************>
      Date: Thu, Sep 26, 2024 at 2:31 PM
      Subject: Re: You have a new message from the BBB of ******************* & ******************** in regards to your complaint #********.
      To: Better Business Bureau <*****************************************************************************************************************************************>


      The issue was resolved 
      Sent from my iPhone 

    • Initial Complaint

      Date:08/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We bought a 2025 *** ******** on 7/23/2024. Bought extended warranty as well.On 8/1/24 the car would not start. I call *** road assistance and gave me a jump start of the battery, then I noticed that a warning light was still on and I took the car to the dealer. They told me that the engine light was on and they did not know what was wrong or how to fix it. They needed to call an engineer from *** and kept the car.Since then I got no further information of what's happening to my car or when it will get fixed.After my insistence, they provide me a loaner, the car is much smaller that the one I bought from them and they told me I can't take my dog in the car.

    • Initial Complaint

      Date:05/10/2024

      Type:Product Issues
      Status:
      Answered
      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 canceled my gap insurance in September of 2023 the funds were received by *** of ********** in November of 2023 and I still haven't received my funds are was just told that their isn't a timetable of when I will get one

      Business Response

      Date: 06/08/2024

      WE HAVE PROCESSED HIS CANCELATION OF GAP INSURANCE AND HE WILL GET THE BALANCE OF THE UNUSED PORTION. OUR ACCOUNTING DEPARTMENT WILL BE MAILING OUT CHECKS

    • Initial Complaint

      Date:04/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 car that had 2 free oil changes however I moved and now there saying I cant use them when this was put into my contract

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      12/16/23 Paid $53,885 of which a Tire Warranty was $887 and promise of $500 refund winter tires (vehicle comes with summer tires)2023 Kia *** GT was purchased On 12/26/23, the tire warranty cancellation process was started. The financing office provided a timeline of 8-12weeks. I contacted the tire warranty company on 3/8/24 and was informed that a refund was sent on 2/13/24. Email and phone voicemails were not returned on 3/8/24. A certified letter was sent on 3/21/24 and signed for on 3/23/24. I received a phone call on 3/24/24 that stated a check of unspecified value would be sent via ****** No check was received no tracking number provided. A follow-up call on 4/1/24 was attempted, a voicemail was left to a sales manager. No return call/text/email. Just ghosting.I would like the tire warranty of $887 (minus any associated fees, again no information provided) and $500 for winter tires as promised.Empty promises of a check. No tracking numbers provided. Added note, my ***** account will show all incoming packages nothing shows.

      Customer Answer

      Date: 04/10/2024

      All complaints have been resolved. Kia of West Chester finally sent a check for the full amount.

      Case closed.

       

      Business Response

      Date: 04/13/2024

      Hello, ***************** has been refunded his money and check is already in customer possession. We wish ***************** the best and we hope he is really enjoying his new ev6! We are always here to help serve our customers and give them the best customer experience that we can provide. 

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 2/15/24, I had my 2023 ******************* serviced at Kia of West Chester for an oil/filter change, state inspection and rotate tires. Note that I bought my vehicle new from this dealer who promised a lifetime of benefits: free oil/filter changes, state inspections, etc. Upon checking my vehicle in at their service department, I was told by their service advisor that in order to get the free oil change that I would have to get their 5K service (oil **************** injector cleaner) or pay $70 for the oil change. Later that day, I spoke to a mechanic and was told this vehicle absolutely didn't need an oil treatment and/or fuel injector cleaner service.On 2/16/24, I spoke to the service advisor (*******************************) and service manager (*************************) and was informed that according to their Delivery Package Waiver that I'm required to get any recommended or required by KIA of West Chester or the manufacturer, which includes their 5K service. This statement by the service department about KIA of West Chester being able to demand their own recommended or required service is FALSE. Also, the manufacturer's recommended/required service doesn't require this oil **************** injector cleaner to be done.Documents such as the 2/15/24 invoice, The ****** Promise (lifetime of benefits) and Delivery Package Waiver are available upon request. (These doc's were too large to attach to the complaint.)Based on the above deceptive business practice by KIA of West Chester's service department, I expect to be reimbursed $63.89 plus sales tax for the unnecessary oil **************** injector cleaner service.*************************

      Business Response

      Date: 05/14/2024

       am the general manager here at *** of ***********. I am just now seeing the BBB complaints about the customer complaint and I would like to get this resolved. I reached out to the consumer directly and I am waiting for a response from him. I will continue to get you in the loop when I hear back from the consumer! We want all of our customers to be happy and have a great experience with us. 


      Thank you,

      ***** ******
      General Manager

      Customer Answer

      Date: 05/15/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 21328572

      I am rejecting this response because:

      I never received a voice mail message, an email message, or a phone call from KIA of West Chester, so I don't know how they are expecting a response from me to resolve the issue.  As I stated in my complaint, I previously contacted KIA of West Chester and spoke to the service advisor and the service manager about my their deception, who both failed to do nothing and apparently failed to inform their general manager.

      Regards,

      ****** ******








      Customer Answer

      Date: 01/06/2025

      KIA of West Chester has never contacted me about my complaint and has previously provided false info to BBB that they were trying to resolve the matter. I will no longer do business with them and urge others to do the same.

    • Initial Complaint

      Date:01/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      Dear Sir/Madam:

      I am writing on behalf of my sister, ****** ****** ***** ***********, who is deaf. On September 16,2023 she purchased a 2021 Kia **** from Kia of West Chester, PA. Unfortunately, since then we have had issues that we have not been able to resolve with Kia.

      The dealership informed *** that the car had approximately 7,068 miles on the odometer. However, a ****** report we later obtained contradicted this, showing 51,769 miles. This discrepancy is alarming, and raises questions about the integrity of the transaction.

      Furthermore, Kia has been unable to provide the vehicle's title to her credit union, from which she obtained the funds to purchase the car.
      *** has not yet received permanent license plates from Kia. The NJ DMV indicated that there is no evidence that any NJ license plates were requested for my sister's vehicle. ***'s temporary license plate expired on November 15, 2023. The dealer's response was to issue her a second temporary license plate, more than two weeks after the first temporary plates had expired. We are seeking to understand the underlying issues, before the second temporary tags expire on February 6, 2024.

      The inability to resolve the issues have placed a significant burden on my sister, especially given her disability, which already presents communication challenges.

      We are seeking the BBB's intervention to facilitate a resolution to these concerns. We believe that Kia West Chester has not acted in good faith, and we are requesting that your assistance in addressing this matter. Please find attached the ****** document.

      To resolve this matter: I expect Kia of West Chester to issue permanent license plates for the Kia **** Eva purchased on Sept 16, 2023. If Kia is unable to provide permanent plates by February 6, 2024, (almost five months after the car was purchased), I expect Kia to return Eva's money in FULL, and take back the Kia ****.
      Should you have any questions, please do not hesitate to contact me. We appreciate your attention to this matter and look forward to your support in resolving these issues.

      Business Response

      Date: 02/29/2024

      Hello, My name is ***** ****** and I am the general manager here. I received *** complaint previously and this has been handled. The customer is super happy now and they do have their tags already and we dropped off the tags to them personally. We also let them know that during the process the miles was fat fingered and it has been corrected. They are super happy now and are Kia customers for life 

      Customer Answer

      Date: 04/09/2024

      March 14, 2024

      Dear *** *******,

      I am writing to thank you for your assistance in resolving the matter with Kia of West Chester.  My sister has since received the permanent NJ license plates and the title from Kia of West Chester.  Thank you for intervening on behalf of my sister **** and I.  We are satisfied with the resolution of the matter with Kia. 

       

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 son and I purchased a 2018 ****** ********** with 55,000 miles in September 2022 from Kia West Chester (*** ******). A week after our purchase the car began experiencing engine issues. This car was purchased for $27k and $11.5K was out down. We took the car back to the dealership and they advised that they were changing the oil because that was the problem. 2 weeks later the engine light came on again, and we took the car back to Kia; they advised that they found nothing wrong. We decided to get a second opinion and took the car to *** **** and they said the engine was so dirty that we should take the car back to Kia. *** **** charged $800 for an engine clean out and then said we should have Kia reimburse us. Back to Kia we go again, no resolution. After taking the car to several mechanics in between (and spending over 1k) each of which said the engine was dirty take it back to the dealership. We then called the dealership and were told nothing could be done. Finally, my daughter wrote a bad google review that got the attention of the dealership and they told us to bring the vehicle in. We took the vehicle in on 2/20 and the dealer told us that the warranty would cover a new engine. The warranty company contacted me in early March to advise that the car was full of engine sludge and there was evidence that it has been there for months so they were not covering the engine. The dealership still calls and tells us the warranty company will cover the engine, even though we had the full report and pictures along with an explanation of noncoverage. They assigned us a dealership manager named ***** who will not take or return our calls. Finally yesterday, I spoke with Aron the service manager who said he would have ***** call us back, and still no response. We were told that this was a standup dealership with integrity but Im now finding that it's not. I'm 79 years old and it's difficult for me to run back and forth to West Chester without the assistance of my children.

      Business Response

      Date: 03/23/2023

      The customers will be here today, and I will resolve the issue.  *********************

       

    • Initial Complaint

      Date:10/02/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am in the final month of a 36-month lease for a Kia ***** **. The lease was originated on 10/24/2019 and I visited the dealership on Friday, 9/30 with intent to discuss the details to exercise the lease buyout option. The Purchase Price and a $400 Turn-in Fee are clearly written in the lease document. This should have been a pleasant and easy transaction. That is what I have come to expect at this dealership as this is my 4th consecutive Kia lease. Instead I was informed that the "dealership policy" is to charge a $1,000 "dealer fee" for a lease buyout, even though that number is not defined anywhere within the lease document. The dealership points to language in the lease document that defines "...Purchase Option Fee of $400. You are also responsible for any official fees, such as those for taxes, tags, license and registration". Clearly "official fees" are intended to address required governmental fees. However, WC Kia's interpretation is that they can include an additional dealer fee under this term. This dealer policy is clearly manipulating the terms of the agreement and they have invented an additional fee above and beyond what is defined in the lease. The response for the dealer has been to "take it to your lawyer". For the relatively amount they are counting that many customers will simply not challenge the unwarranted fee. To the extent I cannot resolve this issue either with Kia of WC or with Kia Finance, I want other customers to beware of this predatory and abusive business practice.

      Business Response

      Date: 10/05/2022

      In the state of Pennsylvania a consumer cannot purchase their lease straight from the leasing company. We the dealer must purchase it from the manufacturer and in turn sell it to the lessee. We have to ensure the vehicle is safe to drive so we have it inspected in out service department. We assess a fee of $399 for this and an additional fee of $1000 to complete the transaction. The safety check protects us the dealer and other drivers on the road be ensuring the vehicle is safe to drive. Our fees are set and are competitive with all other dealers in the area.

      Thank You
      Tom B********

    KIA of West Chester is NOT a BBB Accredited Business.

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