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:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Delayed Warranty Refund To Whom It May Concern at the Better Business Bureau,I am filing this complaint against Archer Kia due to their failure to process my vehicle warranty cancellation refund within the promised ************ December 2024, I canceled my cars warranty, and at that time, the representative informed me that the refund process would take approximately eight weeks. However, it has now been over four months, and I have yet to receive my refund.Since then, I have made more than ten calls to follow up on the issue. Each time, I was given different responseseither being told to wait, call another department, or contact another person. No one has actually taken responsibility for resolving my issue.Last week, when I called again, I was told that my warranty cancellation had never been submitted in the first place. They assured me they would submit it again and that I would receive my refund within a week. However, when I followed up this week, I was told by the financial manager to call Archer **********, as they handle the loan calculations. I did as instructed, but once again, no one took accountability for my case.I am extremely frustrated with this entire process. It is unacceptable that I have to keep chasing after a refund that should have been processed months ago. I am tired of wasting my time on something that should not even be my responsibility to handle.I request immediate action to resolve this issue and receive my full refund without any further delays. I appreciate BBBs assistance in holding this company accountable for their negligence.Desired Resolution: Full refund of my canceled warranty as soon as possible.

  Business Response

  Date: 04/03/2025

  When we received the first notice, **** Archer had this issue addressed and the refund was sent to the customer on March 13th.  The check cleared our bank yesterday.

  The office neglected to pass this information along to us to respond.  Our apologies!  ***** ****

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ran over something on the highway on June 27, 2024 and had my car towed to Archer Kia of *******. I bought the vehicle from them on August 11, 2022 and have had it serviced there since purchase. Multiple parts needed to be ordered, which took 2.5 months to come in (all parts arrived on September 18, 2024). Someone at the service center also damaged my vehicle after I dropped it off (scratched paint on a panel and on the bumper) and did not notify me about it (I found out myself when I stopped by the dealership / service center). I was told by the service guy that once the parts came in, the repair would be quick, and they would then take it to a body shop to fix the damage they caused, which would take about a week. At the beginning of September 2024, the service center provided me a loaner vehicle since it was taking longer than expected to get my vehicle fixed. I have had to go there twice to get updated paper plates. Since the middle of September 2024, I have called numerous times for updates and have never been told of any progress of fixing my vehicle. They have NEVER called me during this entire process. I am the one constantly calling to be told nothing, or not to be called back at all when I leave my information to be called back. When I talked to the service guy in October 2024, I said I was getting frustrated at this taking so long. His only response was "that's why we gave you a loaner." The loaner is nothing close to my vehicle that I paid for. I want my vehicle fixed PROPERLY and given back. My vehicle has been sitting with this place for almost FIVE MONTHS and they have yet to tell me anything of it being fixed and ready to pick up, even though they received all parts needed TWO AND A HALF MONTHS AGO. There is no customer service, no management, and no accountability at this place at all. They are unrightfully keeping my vehicle that I paid for and doing nothing to make it a priority to get it fixed after how long I have continued to wait.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2023 *** ******* with less than 7k miles towed to Archer Kia on May 11th due to a snap in my front driver's side control arm that happened when I turned my wheel fully to the left in order to turn into a driveway. I had it taken to *** instead of my normal repair place (**********************, which has been great), because it was an obvious warranty issue and *** has an amazing warranty. Despite, frequent calls, I have gotten nothing but excuses as to why this issue has taken so long to resolve. It was 5 weeks before *** officially opened a warranty inquiry on the matter, and even after 7 weeks, I still have not received a single phone call or contact of ANY kind from anyone at Archer Kia. If this is normal behavior for a bizarre warranty issue, such as what mine is being billed as, then that should have been told to me from the outset. A $900 bill would have been preferable, if a bit galling, to the $2000+ this has already cost me between rental fees and the $850 a month lease payment I am making on this vehicle. I am hopeful for any help that can be provided. If none is available then at least know that Archer Kia and Beau, the service representative I was given there, have been absolutely worthless in their job.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2023, my car began to shut off after deceleration. I took my 2017 Kia ***** to a shop to have issue checked and crankshaft and sensor was replaced, but the car was still shutting off. I left that location on Dec. 23rd and took my car straight to Archer Kia. On Dec. 26th, I called to exchange information about the cars issues and was told that due to the holiday, itll be about 3 weeks before they could perform a diagnostic test. Flash forward to today, March 28th, I have not received my car and the advisor I was assigned, ****, hadnt looked at my car until last month when he told me he would check it and call me back that Friday. Friday has yet to arrive and I filed a report with Kia **** Kia *** complains that they couldnt get in contact for about 3 weeks and as of last Monday, I am awaiting diagnosis, car to be fixed and any form of retribution for being without transportation and exhausting all savings for rideshares and delivery services because I am new to the state. No loaner car or anything was given, I asked and was told they dont do that, but I am without transportation still. The silver lining in all of this is I am learning the city due to rideshares and public transportation, and I know God has to be pleased with me because my patience has been beyond tried and I remained even tempered & humble.

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** Sold me a 2024 Telluride in July. At the time of sale he offered me 4 free oil changes, Free internet in my vehicle for life and a full tank of gas. I went back on the 1st oil change. I was told by the service **** that they had to ask **** and he confirmed that my oil change was at not cost. I remind him about my full gas tank. **** reply oh ya I got you. However, He took off and never came back to the service department where I was at. Months later I need to submit paperwork to my job I tried to connect to my suv internet it didnt work. I told **** and he told me we dont offer that any longer. I dont understand if that was given to me at time of sale why would it be remove. 2nd time I my wife took the suv to get an oil change he said that he only had said it was one free oil change. So I had to pay out of pocket $200 plus. I call **** and his manager (********) according to secretary, theyre both in meetings. Never received a call back From neither of them.

  Business Response

  Date: 04/13/2024

  WE FILL EVERY NEW VEHICLE WITH A FULL TANK OF GAS WHEN THE VEHICLE IS DELIVERED FROM THE MANU****URER.  IF THE SALESMAN OFFERED A FULL TANK IT WAS DUR TO THE **** THAT IT HAD BEEN FULL.  WE APOLOGIZE FOR THE MISUNDERSTANDING AND WOULD BE HAPPY TO FILL THEIR TANK AGAIN FOR THEM.  WE ONLY OFFER THE FIRST FREE OIL CHANGE AT OUR LOCATION TO INTRODUCE THEM TO OUR SERVICE DEPARTMENT.  WE HAVE ALL OUR CUSTOMERS SIGN AND ACKNOWLEDGE THE **** THAT WE ONLY OFFER ONE FREE OIL CHANGE (ATTACHED).  WE DO NOT OFFER ANY ADDITIONAL FREE OIL CHANGES, THE DUE BILL SHOWING THAT WE DO NOT OWE ANYTHING ELSE IS ATTACHED AS WELL.  THANK YOU FOR YOUR TIME AND CONSIDERATION.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9, 2022 My check engine light came on on June 10, 2022 I had my car towed to the dealership Archer Kia ***** ********* *** ******* ** ***** .I asked the dealership to check everything on my car to see Why the check engine light come on Bo The advisor Stated to me it could take up to two to three weeks because they only had two technicians to work on hybrid cars . I have a Kia optima hybrid 2012. After three weeks pass I contact the dealership to check the status of my car .Bo told me that it was the engine block and it was a recall and they will replace.As of September 30 ,2022 my car still not running properly and it’s still at the dealership not fixed .It took 2 months for the part to come in. Once they replaced the engine Block. I was told they recommend the belt be replaced because it been on the car A lifetime of it.Only to find out that the advisor Bow put different information in a computer other than what I was told .Once the engine block was replace it was making a knocking noise so they stated that the Pullet need to be replaced because it was make a knocking Noise that will stop the knocking noise . After replacing all three pullets . I got a call from the dealership from the manager Richard stating the engine block had a malfunction and needed to be replaced again. Once the engine block was replaced and they will call me to pick up my car as soon as the following week. after they put in the new Engine block I got a call from the Manager Richard stating the car is still not running properly and the transmission need to be replaced.

• Initial Complaint

  Date:09/01/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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 used Travel Trail in Houston from Archer.
  I paid it off on 7-12-2022.
  They told me they would mail the title and plate to my address.
  As it is I have not received the title and plate.
  The DMV says they have no record of a request for title from the dealer.
  I called the dealer several times, and each time they switch me to other departments or say they will call back and never do.

  Business Response

  Date: 10/03/2022

  Good afternoon,

  
  customer came on the date 08/06/2022 and bought 2001 4 runner transmission and engine.  the customer discovered that the transmission is not compatible with his 4 runner since he has an older model. We offered to exchange the trans for him and pay the difference on the trans. the customer refused and wanted to get a full refund. In his receipt it states that if the customer buys a part and that part in not what he is looking for them he has a spare part. however, we offered to exchange the transmission for him and pay the exchange.
  what we can do is that the customer has 2 options. either return the engine and the trans for 30% restocking fee OR pay $150 the difference between the 2 transmissions and call it a day.
  

   

  Thank you

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:

   

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  This response does not relate to me whatsover. I did not buy a transmission or engine. I do not know who got their wires crossed, the BBB Houston or this company, but it does NOT pertain to me.

  
  
  Regards,

  Thomas ******
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new *** ******** 12/2019-the car came with a 3 year/36,000 warranty. In May, 2020- but it turned on in a few minutes and it was fine. In June, 2020-I could not even open the door to the car, none of the electric components (i,.e. pretty much the whole car did not work). I am a Registered Nurse, it was COVID time and I was absolutely needed at work so I had to call an Uber (a scenario I had hoped to avoid by buying the brand new car in question). Car was towed by the dealership, battery was dead even though it was only 6 months old, was replaced for me at no extra cost. The dealership gave me a loaner car so that I could continue going to work until the issue was resolved. Car had worked fine until 2 months ago. The same problem of the car (not even the door) opening happened again and rectified itself, just like last time. Couple weeks of this sporadically, then last week (8/19/22), car turned itself off on me when I had stopped at a Red light for no reason. It turned back on but I brought it to the local ********-they told me battery was only at 50%, when it should be more close to 100%. because the car is still under warranty (has only run 17,000 miles), I expect that the problem will be diagnosed and rectified. The dealership run some tests on the 19th and told me they need the car for about a week starting Monday. I had to borrow my mothers car so that I can continue to work. Today, 8/26, they have had the car for the 5 days they needed-they report they have tried several times but find nothing wrong because they are "trying to repeat" the scenario. The service department needs the car for more time, they do not know for how long and they are not willing to give me a loaner. Considering the vehicle is under warranty, at least the dealership should provide me with a loaner until the issue is diagnosed and rectified. I tried to call Corporate office with the number provided by the Service department with no pick up.

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently Kia Archer has had my car in their possession for 2 months on a warranty recall fix. They will not provide a rental and have provide terrible customer service when trying to get help with my issue. The recall fix is for an engine. The first month I turned my car in it took one month of me calling to find out they had a glitch in the system and the paper would need to be resubmitted. I called Corporate Kia x10 times and waiting in the queue for at least an hour each time for the customer care center to "call the dealership" then tell me sorry I can't get ahold of anyone. Theirs nothing we can do for you and we won't provide you a rental. Then month two the engine has finally show up but they have schedule me for another month of waiting before they will install it. I am a father of three kids and school is starting and I am about to lose my job because I can't get rides to work any longer. Kia just say rent a car then in the "future they will re-inverse me" but with how bad the customer service is I cannot trust them. I just want my car to be fix and I feel like they have more than enough time. Lastly Kia is now trying to charge me 330 for extra services to the "engine" that I am basically force to pay because if the engine fails again I can't wait another 10 months.