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:05/03/2023

  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.

  We purchased a vehicle on 02/18/2023 with a trade. The amount that was placed on the trade payment was higher than what was actually owed to the bank. Payment amount on contract was $9800 but owed amount was $9086.37. We have contacted the finance department and spoke with ***** as well as ****** regarding refund and all we get is we have to speak with accounting. We have also tried to speak with the manager with no response. They will not give us any information on who we need to speak with regarding our refund.

  Business Response

  Date: 05/03/2023

  We are looking into the refund and will be in touch.

   

  Thank you,

  Chase

  Business Response

  Date: 05/03/2023

  We meet with the customer today and refunded the difference and resolved the issue. 

  Customer Answer

  Date: 05/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/30/2023

  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.

  Kia Sorento on June 2nd, 2022 in Central Kia of Plano. Three recalls on November, towed into repairs on the 14th of December, The software recall is the only one taken care of, 1 recall regarding the automatic gearbox has parts in back order without a date for repair, and the other hitch Recall #sc249B, Kia Manufacture has not released a remedy yet. Meaning is unfixable at the moment. Has been 2 months of paying for a car that we can not drive. Kia Frisco didn't provide alternate transportation and we are paying 100% of the rental car out of our pocket because our verbal concerns have not been addressed. We need a refund for the Sorento purchase immediately and also for the rental payments.

  Business Response

  Date: 02/16/2023

  This customer is correct. The vehicle was purchased at Central Kia. The vehicle repairs are at a different store. Kia of Frisco not Central Kia. According to Kia of Frisco the vehicle has been repaired and currently waiting for pickup.

  Customer Answer

  Date: 02/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The vehicle was picked up Friday February 10th and was towed back for repairs on Tuesday February 14th.

• Initial Complaint

  Date:01/05/2023

  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.

  Effective 10/8/22 I cancelled my ******** Vehicle Extended Warranty that was on new Kia that was purchased back in 2019 from Central Kia of Plano. I cancelled the Extended Warranty as I sold this vehicle on 10/8/22. The cancellation paperwork was submitted to ******** on Oct 12 2022. Allstate then submitted this paperwork to Central Kia of Plano as they are responsible for paying me the refunded amount. Central Kia did receive this paperwork from Allstate and has acknowledged receiving it. It is now 1/5/23 and have not received my refund from Central Kia. The refund is an estimated $1,400.
  
  I have spoken to ******** several times @ XXX-XXX-XXXX. I have emailed and spoken to Central Kia several times as well. No one has resolved this issue in my behalf.

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2023/01/16) */
  WE HAVE ISSUED REFUND IN THE AMOUNT OF $1,427.55 CHECK#XXXXXX ON 01/09/2022. CUSTOMER HAS ALSO EMAILED CONFIRMING THEY RECEIVED THE CHECK.
  
  
  Consumer Response /* (2000, 8, 2023/01/24) */
  Dear BBB,
  
  
  
  This is inference to my complaint with Central Kia of Plano. I finally received a check in the mail from Central Kia Of Plano, in the amount of $1,427.55, that I deposited on 1/17/23. It appears that the check has cleared the bank. It took them over 3 months to resolve this issue. My case can be closed. I appreciate your quick response when I initially filed this claim.
  
  
  
  Thanks again for your help!!!
  
  
  
  *** *******

• Initial Complaint

  Date:01/05/2023

  Type:Billing 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 complaint is that Central KIA of Plano(TX) has been keeping me in financial straits since I bought the 2017 car that I purchased in 2019. At the time of Sale,I was pressured into buying an Extended Warranty on the Vehicle as the fInancial officer said NOTHING would be covered if the car started having issues. About 3-5 days after purchase, I returned to the Dealership to ask that the Extended Warranty be taken off because it made my payments higher than quoted. They had me sign a Form stating that I declined the Extended Warranty. After signing the Form, they immediately removed the Extended Warranty from my car,but DID NOT CHANGE my paperwork to reflect the change that would LOWER my payments. The guy who identified himself as they GM said they "don't do that". So I've been paying for a service that I do NOT have since Nov 2019! That's NOT fair,especially since I can not afford it. I returned in December 2022 to again request they UPDATE my paperwork to reflect that I do not have an Extended Warranty on my car, yet has been paying for one since Nov 2019, they again said there was nothing they could do. They wouldn't even give me a copy of the Form I signed stating I did not want the Extended Warranty saying they no longer had my File.
  
  I have been in financial straits because they refuse to change the paperwork to reflect the change that took place the first week of buying the car. Since Covid, I've also lost Income in my household on top of Inflation and higher Rent. I do not feel that I should be paying for a Service I do not ,nor has ever had. It is bad Business practice to pay for what I've never had.
  
  I would like my resolution to reflect the original date the Extended Warranty was Canceled and Lower the payments to the amount they should be WITHOUT it and reimbursement for payments made on a Service I NEVER had. I am a Single African American woman and I believe my Consumer Rights were grossly violated. Will request proof again.Please help!

  Business Response

  Date: 01/16/2023

  ****** decided she didn't want the extended coverages she purchased in the finance office. We explained that she is more than welcome to cancel the coverages however, the monthly payment would stay the same. The amount that was refunded goes directly to lien holder reducing the amount she is financing therefore paying off the vehicle sooner than the contract states. The refund in the amount of $2,1213.50 was sent to capital1 back on January 20th of 2020.

  Business Response

  Date: 01/27/2023

  We have researched this once again and verified that the funds to pay for the extended warranty contract and the gap contract were indeed added into your finance contract with Capital One Auto Finance. You put a $500 down payment on the transaction and financed these 2 items. It is our obligation by law that if you choose to cancel these products before your finance contract is paid in full, the reimbursement is to be forwarded to the lienholder and applied to your contract. This has been done so you do get every penny of your money applied to the money you borrowed to pay for these products. All of these contracts were executed and signed by you so that tells us and the bank that was your intention. We have fulfilled our legal obligation by refunding the cancellation proceeds to Capital One Auto Finance on y our behalf to be applied to your contract. Unfortunately, this does not constitute a change in your monthly payment. in order to change your monthly payments, you would need to contact Capital One and request them to refinance the contract for you.
  
  
  
  
  See Attachment/File: DOC234.pdf

  Customer Answer

  Date: 03/02/2023

  ***Document Attached***
  
  Here is the documentation directly from Central Kia stating these two checks had been sent to Capital One. As of today,3/2/2023, I am told they still do not have these checks. They were never received.
  See Attachment/File: 0D1B36E8-1B95-4587-834C-6BA4E167DFD0.jpeg

• Initial Complaint

  Date:12/08/2022

  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 took my car to Central kia plano March 28 2022 for a check engine light (CEL)on, and the diagnose CEL was that they have to Replace Knock Sensor (KS)and it was going to be ready few days. It was but in my way back home I turn the car off to fill my gas and a turn it on the light came back on and car started to loose power and I call kia to make appointment. I took it back to CEL one more time and they said that they were going to change the KS one more time but same thing happened with the car. I call them to make appointment. This time they told me that it was the engine and that they were going to check if kia pay for it but between Central Kia Plano(CKP) and Kia took 6-7 months to approve it but they didn't call me to tell me car was ready when a call them they said that the engine wasn't running good and that they have to change something else I told them change it but it was going to take few more day because a holidays was in the way but few weeks when bye and nobody call me . I call CKP and this time they said that the Electronic Control Unit/Module(ECM) went down. This time I was mad because when I took my car was running good and the only thing they said it was wrong was the KS and I call kia customer service many times to see if they could help me but nothing happens and then I got a email saying that Escalations have been made aware, they haven't heard anything back from me since then. When I call them many times and i have proof of it. I call CKP to fix the ECM because it was to expensive to be paying rental car for almost 8 months but they took few more weeks to fix it. One day before Thanksgiving they call me that my car was ready to pick up but few hours later they call me that they need a little more time to fix it . 13 day when bye and I call them to get a update and the told me that they don't know what is wrong with my car and they working with kia to fix the problem.

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2022/12/13) */
  This vehicle came into us in limp home mode meaning it won't go over 2000 rpms. It has 4 1/2" aftermarket turbo piping, K&N air filter and shrader valve. This should have been an automatic decline on the engine replacement from KIA because of the modifications and aftermarket parts, however they sent a 3rd party adjuster out to inspect the car and they approved the replacement. After installing the engine, the car wouldn't start. The customer approved to replace the ECM and now the car runs however the idle fluctuates. We have diagnosed all that we can at this point with the aftermarket modifications but what it looks like is the ECM is having a hard time finding out the correct air flow due to the modifications. We have replaced the customers engine under Kia warranty and replaced the ECM under the customer's authorization. The ECM needs to be tuned by the shop that installed the aftermarket piping.
  
  Our Service Director, Emily ******** just spoke with Mr. **** and explained the effect the modifications would be having on the ECM. The old one was tuned to those modifications but this is not something we can do in our shop and needs to go back to the shop that installed them. The customer is picking his vehicle up today to do that. She also reiterated that his vehicle has 167,555 miles and with the modifications, should not have been eligible for a factory warranty replacement engine. The dealership gave him a $400 discount on his repair bill as a gesture of goodwill and for his patience through this process.
  
  
  Consumer Response /* (3000, 12, 2022/12/25) */
  ***Document Attached***
  I live 22 miles away from Central kia plano.my first time I took my car to kia the car was running great during this 22 mile drive and a mechanic drove my car few days before and he was the one that tolk to take it to kia. Kia said that "This vehicle came into us in limp home mode meaning it won't go over 2000 rpms" It started doing this after the changed the knock sensor the fist time at my way back home after I picking up the car from kia plano, That is when it started lipm. That is when I call to make the second and
  then third appointment and they have all the calls records that prove it.Kia approved the engine replacement. They said that "After installing the engine, the car wouldn't start. The customer approved to replace the ECM and now the car runs however the idle fluctuates. We have diagnosed all that we can at this point".I approved the replacement the ECM at this time after 7 to 8 months waiting and tired of pay rental car, I try to see it kia replace it because at this point I though that they are Guessing but I never heard from them and I was right because they changed the ECM and know they said is something else but I paid for it when a took a running car and they give me a not running car. When a spoke with Emily ********,she tolk me that they couldn't do anything else there and I ask if the car was running she said "yes" but when I took the car only work for 5 minutes to a gas station to put some gasoline and them I couldn't Start the car and I call a friend to help me pulled back to kia but he make it after 6pm and Kia was close and we pulled back home. What I noticed about my car is that it was missing the upper engine cover and Passenger Side Mirror wasn't working any more and it have one bumps in the car and few little ones. I paid $1627.55 with a $400 discount on my repair bill as a gesture of goodwill and for his patience through this process but the car is Words condition that when I leave in. Sorry that I took so long to respond but I was trying to get some money to take it to mechanic before I actually put the full complaint Because most of my money is being spent on the rent a car for almost 10 months. WITH ME Next check I will take my car mechanic to see what HE SAID. Kia say that some of the money that I'll pay for the rental car it's gonna be returned for me but of course I need it all the paperwork to send it to them so I wanna try to send it to them to see if they give me some other money I spend back

• Initial Complaint

  Date:10/23/2022

  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.

  This place is owned and ran by criminals and thugs. When we traded in our car, the sales person Craig person took our old license plates and god knows did what with it. Few months later we get a letter from DMV stating our registration is suspended because turns out Craig lost the old registration and plates. God knows what type crimes he committed with our old license plates.
  
  His lies doesn't end here, at the time of sale he promised us 4 free oil changes. He never provided us the "paperwork" for this agreement. He deliberately withhold this information from us so when we went to go get the oil change there is whole another set of headache we have to deal with.
  
  They're committing federal crime by not providing necessary paperwork and proof of proper disposal of license plates. They can easily sell plates to thugs to commit crimes under innocent customers' names. Neither Craig not his manager Ed can produce a proof on where our old license plates and registration went.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/04) */
  Ms. ******* **** traded in her 2018 Kia Stinger on February 26,2022. When a customer trades a vehicle in they are given the option to keep the plates on their trade vehicle or we will destroy them. We have a box from Shred-it specifically for license plates and they pick up weekly with their shred truck and destroy what is in the box. They do not provide us with a destruction document for the contents of the box. We are not criminals and thugs, we do have an industry approved practice of destroying trade in plates in this manner.
  
  We will honor the 4 free oil changes that Ms. **** refers to in this complaint.