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:11/25/2024

  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.

  Bald Hill Kia in *******, **, and the ongoing issues with my 2016 *** ******** (VIN: *****************). As a single mother with two young children, this prolonged and unresolved situation has caused significant stress, financial hardship, and disruption to my familys daily life.The engine in my vehicle was replaced in 2022 at approximately ****** miles due to a previous engine issue. Despite this major repair, I continue to experience recurring engine-related problems (not starting). They also stated that the engine light issue was my problem and due to the catalytic converter. It needs to be repaired and now the vehicle is 9000 miles over the warranty and was never addressed originally. This response is not only dismissive but also the issue has not been resolved, which is concerning for the safety and reliability of my vehicle.The current issues began on August 13, 2024, when my vehicle was towed to Bald Hill Kia due to engine problems. Despite the urgency, the dealership did not inspect my vehicle until August 24, leaving me without transportation for over a week. I finally received my vehicle on September 16more than a month later.Unfortunately, just two days after receiving the vehicle, the same problems resurfaced, including the engine light and start-stop feature malfunctions. My vehicle had to be towed back to Bald Hill Kia, where it was kept for nearly five weeks with no updates or communication. I was not offered a loaner car, and when I inquired, I was told I would need to pay out of pocket for a rental vehicle, which I had to do. The vehicle, once again, will not start today (November 21, 2024) and I am stuck without a vehicle. My plan is to have the car towed to Tasca **** ********, *********, for the third time, the same issues have returned. This ongoing cycle has not only been inconvenient but has also been a significant financial and emotional burden for me and my family.Tasca *** has quoted $7,000 dollars to fix the vehicle.

  Business Response

  Date: 11/26/2024

  In March 2023, we replaced Ms. ************ long block engine under a warranty extension through approval from ********** - she was at ****** miles at that time. She had never serviced with us since purchase in 2018 before then. Her next visit to us was August 21, 2024 at ****** miles for a check engine light and no start concern. The tech found a couple causes at that time: a short in her smart key module and a fault code for her catalytic converter. We were able to cover the smart key module under her service contract as well as a couple other repairs we found on our multipoint inspection, and we gave her a quote for the catalytic converter. When she returned for the module replacement, the tech found further issues with wiring, requiring more repairs and time, which were also covered under her contract. We also found her AC condenser had damage and gave her a quote for that. She picked her vehicle up on Sept 16, 2024 and we have not heard from her since. Our estimate for catalytic converter replacement was $5,357.25 +tax. 

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for sharing Bald Hill Kias response. While I appreciate their acknowledgment of the work performed on my vehicle, there are several key points omitted or inaccurately represented that I would like to clarify.
  Timeline of ************Engine Replacement:
  After the engine replacement in March 2023, my vehicle exhibited multiple issues, including dashboard warning lights, which required me to bring the car back to Bald Hill Kia. The vehicle was towed to their dealership on August 13, 2024, but it was not inspected until August 21, 2024. This delay left me without a working vehicle for over a week. 
  Recurring Problems and Additional Visits:
  During the period of August to September 2024, I had to bring the vehicle back multiple times due to unresolved issues, including a no-start condition and check engine light concerns. Despite these visits and repairs, the problems persisted, affecting the reliability of my vehicle.
  Catalytic Converter Issues:
  Bald Hill Kia stated that a fault code for the catalytic converter was found during the August 2024 inspection. However, the catalytic converter is covered under warranty up to ****** miles, and at the time of inspection, my vehicle had ****** miles. This is only slightly outside the warranty period, raising concerns about whether issues with the catalytic converter could have been caused or exacerbated by the prior engine failure or replacement. I find it unreasonable to be quoted $5,357.25 + tax for its replacement without further investigation into whether it should be addressed under warranty or as a related repair.
  Unfulfilled Promise for Rental Reimbursement:
  During this same period, I incurred significant out-of-pocket expenses for a rental vehicle for one week, which Bald Hill Kia indicated they would address. To date, I have not been reimbursed for these costs, despite the assurance that they would follow up.
  Current Situation:
  My vehicle recently experienced another no-start condition and had to be towed to Tasca *** in ********, ************, for further diagnosis. The recurring nature of these issues raises concerns about the quality of the repairs and the reliability of the vehicle after the initial engine replacement.
  Resolution Sought:
  I request the following actions to resolve this matter:
  Reimbursement for the rental vehicle and towing expenses incurred during the extended repair times.
  A review of the catalytic converter issue to determine if it could be addressed under warranty or as a related repair to the engine replacement.
  A comprehensive repair of my vehicle at no additional cost to me, ensuring all underlying issues are resolved.
  A commitment to better communication and transparency regarding repair timelines and the scope of the work needed.
  These ongoing problems have caused significant inconvenience and financial strain, and I believe they warrant further action from Bald Hill Kia. I am committed to resolving this matter amicably but am prepared to escalate if necessary.
  Thank you for your assistance in mediating this dispute.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 12/03/2024

  In order to be reimbursed for any portion of rental or tow expenses, the customer needs to call *** Consumer Assistance, as she had been directed previously. **************

  The catalytic converter on the customer's vehicle is no longer under warranty, and the concern with the converter did not come up until it was out of warranty by over ***** miles. The cause of failure can't be related back to the engine failure or replacement ****** miles prior. Goodwill assistance will not be considered in this case as there are no qualifying circumstances. 

• Initial Complaint

  Date:08/12/2024

  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.

  Hello, My name is ***********************. I bought a Kia ******** 2020 at Bald Hill Kia in *******, ** I have complained to the dealer since I bought the car. They checked it during the first month, and I wasn't charged anything because it was "covered by the warranty." The problem with the car has been that it consumes a lot of gas every week. I have to fill up every week, spending around $60 weekly, which adds up to a lot of money each month. I bought the car in the summer of last year, and this has been a constant issue.By December, the problem persisted, and there were also issues with acceleration. After they checked the car, I was charged around $161.66 because the warranty had already expired.Today, I took the car to another mechanic, and they told me that the car needs the "Spark Plug" replaced because it's damaged, which is why it's consuming so much gas.Every time Ive gone there, they say the car doesnt have any issues regarding the gas consumption. Can someone please help me with this?Thank you Adry

  Business Response

  Date: 08/29/2024

  We spoke with ****************** to clarify what exactly her concerns are and what she was seeking reimbursement for. She is concerned she is getting low fuel mileage, but is unsure what that fuel mileage is. At every prior visit, our technicians have looked into her concern and found no fault codes, no drivability issues and nothing to suggest she is getting less fuel mileage than what is considered normal for this vehicle. ****************** also expressed that she would like to be reimbursed for the oil change and air filter she had replaced last year, but this is a regular maintenance service she came in for and authorized, not a repair attempt for her concern. We explained that to her and declined to reimburse her for services rendered. We offered to demonstrate to her how to view the vehicle's average miles per gallon and also how to calculate it herself to make sure it is matching, but she has not stopped by the dealership yet to do so. 

• Initial Complaint

  Date:05/08/2024

  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.

  Purchased a 2019 Kia **** brand new in 2018 the engine has a known defect for burning/consuming oil. The engine has been damaged due to this and the car broke down and was towed to the service center on 3/25/24. *** called repeatedly and asked for them to send me a diagnosis of the issue and they keep saying they will but never do. I filed a complaint with their corporate customer service and they have been saying they are reaching out and they are not getting an answer either. *** is aware of this defect in these engines but will not admit it or say what the issue is when Ive called. Im getting the impression that they seem to be hiding something as this car has been there for almost 7 weeks and they dont want to tell me a diagnosis on their issue.

  Business Response

  Date: 05/09/2024

  We have sent this customer the diagnosis and invoice multiple times. This vehicle is out of warranty and ********** has denied coverage for engine replacement. If the customer does not wish to move forward with repairs, then she will have to pay the balance due for the diagnosis and remove her vehicle from our lot. I have attached her invoice here.

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 05/13/2024

  The attached bulletin, ENG 222 only applies to vehicles under warranty, 10 years or ******* miles for original owners, 5 years or ****** miles for subsequent owners. The last page states for warranty claim submission, the first step is to " Confirm Warranty Coverage Validation (WebDCS)."  This customer is ~****** miles out of warranty at this time as his documented mileage is *******.

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  
  the vehicle was having issues before the warranty 

  also you still have not provided a detail of repairs needed. Its been requested numerous times and service center satiates they will send detail of repair but never does. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/20/2023

  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.

  I had my car towed to bald hill Kia months ago I was informed I needed a motor which was warranted by *** * Which I was never informed of the motor recall* Bald hill Kia told me I needed additional work done before I picked up my vehicle so I replaced it picked my vehicle up check engine light came on again after only driving less than 10 miles returned the vehicle back to the dealership*They charged me a diagnostic fee replaced what they claim was wrong causing the engine light to be on* Picked vehicle up again after service engine light on again I replaced what needed to be fixed again after picking up the vehicle for the 3rd time engine light is on again I was told by the technician this is ok to drive like this * They also told me I needed another part I have not heard from *** in weeks*I spent over $1,000 on car repairs and the light is still on*I'm not happy with this service from this business waste of time and money for inaccurate service*This service has been back & fourth since august I would like a refund on the guesswork service that *** performed and my car fixed properly *After picking up the car the first time I couldn't drive the vehicle because the brakes were in severe condition* So how did the technician test drive the car after performing service?

  Business Response

  Date: 12/21/2023

  *I have called this customer and left him a voicemail yesterday, December 20, ********************************************** and we can set an appointment to have it installed.

  **************** Optima had an engine concern that was covered under a warranty extension, so we replaced his long block under that coverage in September 2023. This vehicle is older with very high mileage - it's a 2012 model year with over ******* miles on it. We had only seen it previously when it was different owner over ****** miles prior for minimal maintenance. 

  The vehicle has no other warranties other than the engine extension for the particular connecting rod bearing failure **************** engine experienced in August/September 2023. When his Check Engine Light came on after the engine replacement, it was for a communication issue with the battery cable and vehicle computer, not related to the engine replacement and not something that could be foreseen. We did not charge ************ diagnosis fees, only labor and parts for the repairs themselves which he authorized beforehand. The most recent concern is an evap leak, which also causes the Check Engine Light to come on, but, again, is in an entirely separate system from the computer and engine. This is a canister close valve malfunction. We did not charge diagnostic fees for this and ordered the part with **************** authorization. This repair has not been completed, which is why his Check Engine Light is still on, and he has not been charged for the repair yet. If he wishes to move forward with the repair, I am willing to discount the charges by 15%. I am waiting for his call back. Thank you. 

   

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:08/15/2023

  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.

  ************ had my 2012 Kia ******** for 2 weeks and 3 days because of a stretched timing chain and had tear my motor apart to fix the timing chain and cam shafts all had to be replaced. Four days after ** finally received my car back, the radio blew out. Now ************ said that I need a new radio. This all happened after they put my motor back together again. I think there was a power ***** b after everything was put back together again.

  Business Response

  Date: 08/15/2023

  The repairs made to ****************** motor are in no way related to her radio. There could have been no "power surges" while performing these repairs, and the radio worked when she picked the vehicle up. Also, there were no blown fuses or other signs of a larger electrical problem when she returned the vehicle for the radio diagnosis. As she stated, she hit a bump some days after she had the vehicle back from the engine repairs and the radio made a "bumping noise" then would not respond. The radio has an internal short and is not repairable. Unfortunately, the radio is not available at this time from *** due to the age of the vehicle, and it was recommended she pursue an aftermarket version if she wished. 

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This 2012 ******************* is available from Knoxauto.com for $85.00 I believe that the dealer could locate a Stereo at a very good price for my car like I have. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/17/2023

  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 was looking at a car that I liked. The salesperson told me the best way to hold it is to put down a $2,000 deposit, which I did over the phone at 4pm on Monday, 1/16/23. I asked if it was refundable for any reason - he said yes. So, I decided to put the deposit down to hold the car while I did my price research. I found out that they mark-up their cars 10% above MSRP. At that point, I did not want to move forward and asked for my refund on Tuesday, 1/17/23 at 9:30am. They said they will only give me the refund on the deposit once the car sells. This condition was never discussed, and I never signed anything.

  Business Response

  Date: 01/18/2023

   My name is *********************** and I am the owner here at Bald Hill Kia. I spoke with the customer today to apologize and explain to him that this is not our policy here and that the salesperson involved was spoken to about it. I personally as the owner processed the $2000 ************ 1/18/23. 

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  The owner was very helpful and resolved the issue.

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

• Initial Complaint

  Date:09/16/2022

  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.

  My husband and I put a down payment of $1,000 on 02/05/22 to hold a vehicle Bald Hill Kia said we were able to order. We ordered a 2022 ************* that never was made or given to us. We had spoken to ****** and ***** of Bald Hill in regards to a refund starting back on 08/29/2022 and kept getting the run around about a manager having to sign it off but the manager was never there at the time. It was always his day off. The down deposit was placed on my Discover card and they placed it as an **************** on the receipt under my husbands name. Im guessing this is so we arent able to receive our money. When I called the business again today to try to speak to someone, the receptionist would answer then send me to someones voicemail that couldn't help me. I just want my money back. Its been over 7 months Ive waited on this vehicle that Ill never get from them.

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************