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:05/13/2025

  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.

  i purchased a new car on April 19th 2025. upon purchasing the vehicle, the dealership was responsible for sending payoff to the institution where my trade in was financed through. i also paid a majority of it off myself by check to the dealership for them to send their part of pay off with, that check was cashed three days later. nobody will return my calls, the front desk lady is BEYOND rude, they claim it takes 4-6 WEEKS for this process to go through when LEGALLY, they have 21 days to get it done. it is now May 12, 2025. i stopped by the dealership at 12:30 pm today & spoke with ****** who told me she would wire the money to my previous bank immediately & told me she would send a receipt to my email when she did. guess what? i have yet to receive said email, & again, can not get anyone to return a phone call. we came to this dealership trusting they would handle their business accordingly & they have failed to do so. my previous car note was due on the 28th of april, so my old bank is calling looking for payment that Happy Kia has still yet to provide. oh & to top it off, they have already sold my trade in. i strongly encourage you NOT to do business with a place such as Happy Kia, as i feel i should not have to hold their hands & beg them to do THEIR JOBS.

  Business Response

  Date: 07/07/2025

  Ivy,

   

  Our official response is that ***** *******, our General Manager worked with ****** ****** after the payoff took longer than expected.  The customer incurred no additional costs.

  The payoff did take longer than we expected and sometimes that does happen with any dealership.  Its not an excuse as we personally spoke with Ms. ****** and resolved her issue to completion.

   

  Her issue was satisfied and should be a case closed.  We understand her frustration that it took a couple of extra days, however the only thing that happened in a negatively light was the her company called her about her car payment and she became overly concerned about something that would be handled without any issues, the dealership ALWAYS covers any additional interest and there was no effect to her credit with the payment not exceeding the normal late parameters.

   

  We consider this to be resolved, closed and in a positive light.

   

  Thank you,

  **** ******

  Chief Marketing Officer

   

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising 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 drove to Happy Kia to see and buy a Hybrid Carnival on 5-3-25. I've attached the online documents- it shows the **** of $50,995 and two discounts totaling $2,618 for a final price of $48,377. When I got there they threw on $499 of portfolio theft and $1,895 for ResistAll CERAMIC that is clearly not listed anywhere on the website or the window sticker. This is deceptive advertising. The manager refused to remove them completely although admitted if I bought a cheaper car it wouldn't be a problem to take them off just because he has so many of that model. I ended up paying $1,184.44 for these two bogus add-ons. If they are legit costs then why are they not listed online?

  Business Response

  Date: 06/27/2025

  In this matter of ****** *******, BBB Complaint Number ********, the disclaimer was on the website in which the customer cites in the complaint which reads as follows, and can also be seen in her screen shot.

  The disclaimer is on the website and the sticker, as well.  Not to mention, when a customer, signs their paperwork, we properly disclose all charges before paperwork is signed.

   

  Customer signed all paperwork with all charges included and fully disclosed.  Case should be closed, as customer in her own photos shows our disclaimer and signed all paperwork.  There were no surprises or hidden charges.

  **** ******

  Chief Marketing Officer

   

  Below is a copy of our disclosure on every car.

   

   

  DISCLOSURE

   

  2025 Kia ******* LX (Model #: *****). Finance for $420.98 per month for 72 months at 6.75% APR, with $6,726.00 down payment on approved credit. Must finance through ******************. Includes Freight. Does not include state and local tax, tag, processing, dealer prep, $1895 Ceramic Environmental Protection and $225 dealer doc fee. Not all buyers will qualify. Payment assumes that taxes and fees will be paid at the time of sale by the customer in addition to the down payment amount stated. If these taxes and fees are not paid by customer at the time of sale, the quoted payment will be higher since these amounts will be included in the amount financed. Offer includes available rebates/incentives that some customers may not qualify for such as Military Rebate. See dealer for details and eligibility. Offer Expires: 07/07/2025

• Initial Complaint

  Date:04/29/2025

  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 vehicle had been in the shop since February.. Im trying to get the repairs done under my extended warranty. The repair shop emailed me with all this paperwork I needed, then I presented what I had and more was requested . I contacted the Forever warsnty company and was told what exactly I needed and it was way less than what the advisor instructed. It took me a while to gather all the info because we have been through COVID, hurricanes and some records I had to go back to places I had work done. I started working directly with the warranty company after I kept asking for the service manager to return my calls and never getting the calls and not being able to speak to anyone only answering machines for weeks. I have bought 4 vehicles from this dealership and the service has gone to the dogs, I asked for a loaner car and none was available but if I rent a car they will reimburse me, no thanks it took 6 months last time to get reimbursed for renting a car when my car had to go in the shop for a recall repair and I had trouble then trying to get my repair done.. *********** advisor argued with me asked me for maintenance records that had nothing to do with the recall then I was told the repair was done but my car would not start so they could finish the repair and I went to my vehicle and started it right up, then the service department said ok now we can finish the recall, I need my repair done asap its been in the shop since February this is ridiculous and the communication is very little.,

• Initial Complaint

  Date:04/09/2025

  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.

  Purchased a car from them under the pretense that would fix the bumper. I paid cash for the car. Took in to have the bumper fixed annd they tried to pull some shady c*** and glued the bumper instead of replacing it. Now they are saying its my responsibility to fix the bumper. That is not what the sales person said. Ive Ive been requesting my paperwork since the day I purchased the car and still do not have it. All I get is the run around. I want the bumper fixed like we agreed and my paperwork with receipt showing I paid for the car.

  Customer Answer

  Date: 04/09/2025

  I can not get the document to transfer.

  the sales per was ****** date of purchase was 4/3/2025.

  Business Response

  Date: 04/11/2025

  BBB,

  After speaking the Happy Kia general manager regarding Ms. ******* comments, he informed me that Ms. ******* knew of the bumper condition and acknowledged such by signing the Happy Kia Disclosure Acknowledgment form. (attached)

  As a courtesy to Ms. ******** the service department attempted to make a repair to the bumper, but replacing the bumper was never an option.

  **** *******

  Happy Kia Customer Relations

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23181788
  
  I am rejecting this response because:  the papers submitted are not complete and the one with my signature is blank and the one you say I signed does not have my signature. They are all incomplete. The other one I have never seen.
  The document with her handwriting stating she agreed to repair the bumper is missing. I asked her repeatedly her exact words and I quote
  "Girl l' ve got you, I will get the bumper fixed."! I was clear the bumper was a deal breaker. I assume when she agreed that she thought it was an easy fix.
  What ****** me off is the dishonesty on her behalf and the service department being shady. Instead of trying to pull a fast one by glueing it together and saying it was fixed she should have explained to me
  The cost was more than she had anticipated and negotiated a resolution.
  That is the professional way to handle the situation. To make a bad situation worse, I have requested a copy of my paperwork and receipt for the $21,500.
  Several times. I have the emails sent 4/5, 4/7, 4/8 and 4/9 AND I STILL DO NOT HAVE IT. All I get is the run around. I could go into more detail about her
  Pushing back on the service department and then lying saying that the work cannot be done there. Honestly, I am not an unreasonable person. I would have listened to any reasonable solution. I do not think that would have been asking too much. At this point I fear I will not get my title, plates, or any paperwork. And one more thing to accuse me of not wiring the money when I said I would and did was an insult.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/22/2025

  Ms. ****,

  Happy Kia General Manager, ***** ******** has reached out to Ms. ******* and has left a message for Ms. ******** since she sent the note listed below, asking for another opportunity to meet with Ms. ******* to have a body-man evaluate the bumper condition and consider recommendations that may be available, without replacing the bumper. Ms. ******* purchased the vehicle "As-Is" and without an extended warranty, however, Happy Kia (***** *******) would like to resolve this amicably to everyone's satisfaction.

  Below is the email Ms. ******* sent to Happy Kia.

   

  To:  You

  Mon 4/21/2025 6:06 PM

  Good afternoon,  

  I am following up on the email I sent Friday.  Also wanted to let you know I FINALLY received some paperwork from the sales manager.  I apologize for falsely accusing him of not sending it.  I have my confirmation from Fidelity.  I assume that is all I need for tax purposes. 

  No worries about the receipt.  Now that is taken care of on to the next issue at hand, the bumper.  Surely you 

  can see my frustration with the whole situation. And how it all went down.  I look forward to hearing from you.  Have a good evening.

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

   

  We request that Ms. ******* contact ***** ******* at ************** or email: **************************************************************************************** to evaluate and consider options available.

   

  Respectfully,

  **** *******

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

  Customer Answer

  Date: 04/26/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/17/2025

  Type:Order 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 purchased a vehicle from Happy Kia in ******* on February 19, 2025, trading in my previous car as part of the deal. The dealership was responsible for paying off my trade-in loan, and they received a 10-day payoff quote that expired on March 1, 2025. It is now March 17, 2025, and my previous lender has still not received the payoff. I have a payment due soon on my old loan, and I should not be financially responsible for a car I no longer own.I have called multiple times, left voicemails, and sent emails, but I have received zero response from anyone at the dealership. I have also requested written proof that the payoff has been processed, and they have failed to provide it. This level of customer service is completely unacceptable.I am filing this complaint to demand that Happy Kia:1. Immediately process the payoff of my trade-in loan and provide written confirmation of the payment.2. Cover any additional charges incurred due to their delay beyond the 10-day payoff window.3. Improve their customer service by responding to calls and emails in a timely manner.If this issue is not resolved immediately, I will escalate my complaint to the ********************************** and the ******************************. This level of negligence and dishonesty should not be tolerated.

  Business Response

  Date: 03/21/2025

  BBB,

  Regarding *** ****** ******* complaint, she is correct that Happy Kia went beyond the 21-days to pay-off her trade vehicle. Happy Kia has successfully paid off *** ******** vehicle lease lien amount and the additional late fees associated with the pay-off. 

  My apologies for the inconvenience and trouble this may have caused *** *******.

   

  **** *******

  Happy Kia Customer Relations

   

• Initial Complaint

  Date:11/21/2024

  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.

  On 6/14/2014 I purchased a used 2019 Volkswagon Atlas from Happy Kia Silsbee for $22,749.07 and paid in full. The vehicle was purchased at ****** miles and now has ****** miles. There were no disclosures stating mechanical issues of the vehicle or any mention by my salesperson. A few weeks after purchase the vehicle started showing codes that it was overheating. The dealership would not service my vehicle because it is volswagon. A month after purchase the water pump was replaced by my service center of choice. While driving on the highway it overheated again. Now, five months after purchasing the vehicle, it does not run and needs the engine replaced. I spoke with the dealership and was offered $1,000 toward a trade in for my $22,749.07 purchase from them. I have been informed that a used engine plus the labor will cost me close to $10,000 out of pocket. I feel I was defrauded by this dealership. I have barely driven this vehicle and this is a great loss. It would be satisfactory to me if they at least cover over half the cost of the engine replacement or offer a vehicle as a replacement that I can actually drive.

  Business Response

  Date: 11/26/2024

  BBB,
  
  After consulting with Happy Kia management, I was informed that ******** ****** had declined the recommended Used Car Extended Warranty and signed a document outlining fifteen (15) possible issues that could occur with purchasing pre-owned vehicles.
  
  The F&I manager who handled the paperwork says ******** ****** fully understood that the vehicle she purchased was without a warranty and sold AS ISno Dealer Warranty.
  
  The Transaction & Disclosure Summary outlining the Declined Products, which ******** ****** acknowledged when she signed, is also attached.
  
  Happy Kia attempted to trade ******** ****** out of the vehicle without success.
  
  **** *******
  Happy Kia
  
  Enclosures:
  a. Transaction & Disclosure
  b. Possible ***** Used Vehicle Issues
  c. Buyer's Guide

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22585666
  
  I am rejecting this response because:

  First, my name is incorrect in their system. It is ********, not ********. I had to pay a $35 fee for the title correction although I was told by my salesperson that this issue with my name would be corrected, but it was not. I was turned away during each phone call made of my concerns and informed they could not view my repairs which could have possible caused me to not be currently without the vehicle in running condition. Happy Kia attempted only to sale me a new vehicle when I arrived to present my case in person. I was told on the phone that a manager wanted me to bring the vehicle in and they would help rectify this and discuss options. I was inside the building five hours and never was approached by a manager. Only a new salesman who told me he had not been working there long and with every question I asked he had to go get guidance. I never received any copies of the actual contract I signed. I can not verify what text was within it. The verbal information provided to me was that the vehicle was in good condition other than a few cosmetic things on the inside. Yes, I did reject to any extended warranty. Again, this vehicle started depleting not even two weeks after purchase ( please see documents of repair provided prior of repairs ). After reading other reviews on Happy Kia of Silsbee, after my horrible ordeal, I read that many others have been taken advantage of in similar ways. Selling vehicles without disclosing its known issues is not good business practice. For my satisfaction I am requesting assistance with the cost of engine repair of the 2019 Volkswagon atlas from Happy Kia or a replacement vehicle. Not to buy a second vehicle from them. I even stated to the guy who approached me that I was willing to accept a car of less value. They rejected this notion and said they could only give me $1,000 toward a trade into a new vehicle. I am not buying anything else from Happy Kia. Again, for my satisfaction I am requesting assistance with the cost of engine repair of the 2019 Volkswagon atlas from Happy Kia or a replacement vehicle at no further cost to me. 

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

  Customer Answer

  Date: 12/04/2024

  Please view the attached files/documentation. 

  Business Response

  Date: 01/14/2025

  Ms. ****,

   

  Regarding Ms. ******** ******,

  Happy Kia has nothing further to add. We stand by the responses on file.

   

  Respectfully,

  **** *******

  HAPPY KIA

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

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

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

    

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22585666
  
  I am rejecting this response and I am NOT satisfied with their efforts. I have nothing further to add but Happy Kia of Silsbee is a shady business. Good Day!
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/01/2024

  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.

  I purchased a 2019 ******* Sonata 4/24 from Happy Kia in Silsbee. Listed online for $13,777 and the final sales price was $19,690.94. I wasn't given a copy of the contract the day I bought the vehicle. Once I got home, I noticed two big spots on the roof where the paint was missing and chipping. Called the dealership and they said they could fix it for $800. A week after I bought the car, all the lights came on. Brought it in and it was missing a lug nut on a tire, had a recall and a sensor was out. I had to do an interview with ********* and they asked about the condition of the car. I told them what was going on, had paint missing, cracked windshield, and was missing a wind shield bracket. She then told me monthly payment and it was a lot higher than we agreed upon. I told her I put $6000 down and why was it so high. She went over everything and I had no idea about the $2000 warranty, $2000 paint protection (called and they refused to take it off) and $499 theft protection. She sent the contract back to the dealership for me to resign. When I went back in and tried to cancel everything, I was told the $2000 paint protection was mandatory, he added the warranty to help me, and the theft protection was mandatory. I was extremely frustrated and ended up signing the contract again. I was told to call ********* and lie to them about the condition of the car when I did the interview. They did fix each issue, but now the car is leaking oil in the muffler. ***** and ***** refuse to answer my calls.

  Customer Answer

  Date: 07/09/2024

  The Hub assembly on the left front and back tire has to be replaced. Just found this out 7/9.
  

   

  Thank you

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

  Customer Answer

  Date: 07/09/2024

  The car was making a weird noise and it sounded like it was coming from the tires. Took it to the shop 7/9/2024 and the Hub Assembly has to be replaced on two of the tires. If not, the tires will lock up and the car wont be drivable.

  Business Response

  Date: 07/10/2024

  BBB,
  
  ************************* purchased the vehicle as her choice on April 24, 2024. The Happy Kia sales representative, nor a manager in any way, selected this vehicle for her or indicated this vehicle would be her only option. 
  Happy Kia had just recently traded for this vehicle and had not fully completed its vehicle inspection process. ************** purchased this vehicle for the Internet Sale price, not the suggested retail price.
  All pricing, on every vehicle, including any items added to the vehicle, are clearly and visibly listed individually on the addendum window sticker on every vehicle. 
  In addition, at the point of delivery, every item is fully and individually disclosed to the customer before signing all contractual agreements.
  Regarding the paint spot on the hood, Happy Kia sent the vehicle to the ******* dealership to have the repairs made under ******* warranty, at no additional cost to **************. For her convenience, Happy KIa provided ************** with a courtesy vehicle to drive at no cost to her while the repairs were being made. 
  All of the items ************** has mentioned have been either fixed or replaced at no additional cost to **************, including a new battery. Happy Kia has spent in excess of $1,000 on Ms. ****** vehicle, which she has owned for 90 days or more. Regarding the exhaust extension leaking oil is misinformation.
  All exhaust tailpipes will have water from your car exhaust system and this is normal. It is condensation being vented while the engine is running. You're most likely to notice this when the outside temperature is cooler and when the engine has not been running all that long to warm up. Happy Kia service personnel assured ************** that this was not the case. but an appointment was scheduled for her to have our service technicians check on Saturday, July 6, 2024, but she did not show up for her appointment.
  Happy Kia has bent over backwards for ************** and has addressed all of her concerns, at no expense to her, yet she is not satisfied and is now making false statements and unfounded accusations.
  We value ************** as we do all of our customers. ********************** has not misrepresented any item or service to ************** and has gone the extra mile in every case. If ************** would like to trade out the vehicle for another model, we can accommodate her, considering the issues we have repaired.
  
  Respectfully,
  
  
  ***********************
  Happy Kia

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21915632
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Yes, I did select this  vehicle but had no idea it never got inspected. How am I to know the vehicle hadnt gone through the vehicle inspection process. It is the dealerships responsibility to make sure that is done before putting a vehicle on the lot. I was told they dropped the ball on this vehicle when I brought it in the third time. First, the window sticker wasnt on the vehicle when I purchased it. So to say everything was listed on the window sticker is a lie. If the vehicle hadnt gone through inspection,  why would it have a window sticker. When I asked for it, I was told they werent able to pull the April books. Ive attached the correspondence. Adding $2000 for paint protection to me was wrong, because the paint was all messed up and chipping on the roof. Clearly no protection was added to the vehicle. To me this is fraud. The car has been in there possession four times since I purchased it. Also, a car should go through some sort of inspection before putting it on the lot. If it did, youd know it was missing a lugnut, sticky oil, and two sensors were out, missing oil gasket and missing windshield bracket. There was never an appt made to get the exhaust looked at. I was told to just bring in the following week when I spoke to the service ***** He said the leak looked glossy and he wanted to take a look at it. Clearly its not water. Its summer and I had just driven my car. Absolutely no one told me this was normal. I also had no idea the battery was replaced. As far as trading it in, I cant. I put $6000 down and still financed ****** and the car was supposed to be $13,777. I wasnt given a copy of anything the day I signed. I trusted this dealership, and this car should of never been put on the lot. I can cancel the warranty and the theft protection. But the $2000 added for paint protection ( no contract) Im out that money. Yes, they have fixed the issues that have come up, but it should of never gotten to this point. Ive been stranded, missed work and honestly scared to drive the car. When it was smoking I had to make my kids jump out because I though the car was going to catch fire. When my vehicle was picked up from my job because it wouldnt turn off, the salesman was even concerned about his coworker making it back safely. Ive attached proof of that also. Ive been through a lot with this car at no fault of my own. *** even asked if my $2000 for the paint protection could be given back, so I could get rid of the vehicle( also after canceling the warranties) but was told no. Im a single mom with three kids, I asked so many times if the car was in good condition etc was told yes. This clearly is false. I am in no way making false accusations and statements. I have proof of every single thing. 

  Business Response

  Date: 08/05/2024

  ***************,

  Regarding *************************, Happy Kia has rescinded the sale and refunded ****************** money.
  

   

  Respectfully,
  

   

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

  *********************** Consulting, LLC

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21915632
  
  I am rejecting this response because:

  The transaction wasnt rescinded. The only money I got back was the $2000 for paint protection that was false and for the battery I paid for that you said had been replaced. I had to cancel the other two warrantys but am still out the other $1500 of my down payment. You refused to rewind the deal.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/06/2024

  BBB,

  ************************* is correct. I was mistaken on the resolution Happy Kia provided **************.

  Happy Kia issued a check to ************** reimbursing her for selected items.

  My apologies for the confusion and misinformation.

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

  Happy Kia

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21915632
  
  I am rejecting this response because:

  Even though I got the $2000 back for the paint protection, Im still out $1500 plus the taxes. Im way upside down due to all the addons even though I put $6000 cash down.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2024

  BBB,

  At this time there is nothing more Happy Kia can do.

  We apologize for her experience. We have done everything possible to satisfy the complaint.

  Respectfully,

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

  Happy Kia

• Initial Complaint

  Date:03/04/2024

  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.

  On January 6, 2024, my husband and I went to look at a used vehicle. We were asked to complete a form including general information and allowed them to see my driver's license before test-driving the vehicle. I was asked how I intended to pay for the vehicle and told them I was not ready to discuss that at this time. Before the salesman left I asked if the dealership was going to do a "hard credit inquiry" with the information I gave them and they said "no, it would be just a soft inquiry". Shortly after the visit, my credit report shows a "hard inquiry" was done. I have contacted the dealership repeatedly via email and phone. I have spoken to the salesperson who told me it would be a "soft inquiry" and to the manager, *****. During our last conversation, the manager requested that I file a dispute with the credit bureau. I told him "no", that it requires a tremendous amount of work on my part and that Happy Kia messed up not me. They need to fix it. The manager, *****, told me he would fix it. It has been two weeks, and it has not been rectified. Honestly, I had a great experience there. I had every intention of returning and doing business with them. However, after this, I regret that I do not feel comfortable doing business with them and would not recommend their services. This could have been quickly resolved, and I would have accepted an apology if they had admitted to the mistake. Now, I feel differently and lack complete confidence in their business. Resolution Requested: Remove hard inquiry from my credit report dated 01/06/2024

  Business Response

  Date: 03/06/2024

  BBB,

  Thank you for bringing this misunderstanding to our attention and we apologize for any inconvenience this may have caused ******************.

  To be clear, a hard credit inquiry occurs when a company, such as Happy Kia, checks your credit by making application for an auto loan after completing and signing a credit application authorizing the credit inquiry. ****************** completed and signed a credit application for an auto loan.

  Soft inquiries typically occur when a person or company checks your credit as part of a background check for a credit card application or for employment. This type of inquiry does not require a credit application and signature.

  Once the credit application is made with a lending institution, there is no way to rescind the application, it is a credit check which is considered a hard credit check. 

  There is no method to change a hard credit check to a soft credit inquiry. They are two different instruments.

   

  Respectfully,

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

  Happy Kia

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21378410
  
  I am rejecting this response because I was specifically told by the salesman that is was a "soft inquiry" not a "hard inquiry".  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2024

  BBB,

  When submitting a credit application to a financial institution for an automobile loan, there is not a choice the type of credit check is performed. It is always a hard credit check. A soft credit is for background checks, not for submitting an application of credit for an automobile loan.

  From FORBES ADVISOR

  Hard Vs. Soft Credit Check
  Some credit checks are known as hard, while others are soft. The difference between the two terms has to do with how each type of inquiry may impact your credit scores.
  Hard Credit Check
  A hard credit check or inquiry usually takes place when you apply for something. When a hard inquiry shows up on your credit report, theres a chance it could lower your credit score.
  The following types of credit checks are examples of hard inquiries.
  Loan applications (mortgage, auto, student, personal, etc.)
  Credit card applications
  Requests for credit limit increases
  Applications for lines of credit
  New utility applications
  Apartment rental applications
  Collection agency skip tracing
  Soft Credit Check
  Soft credit inquiries have no impact on your credit score. If a lender checks your credit report, soft credit inquiries wont show up at all. Soft inquiries are only visible on consumer disclosurescredit reports that you request personally.
  The following types of credit checks are examples of soft inquiries.
  Personal credit checks
  Pre-approved credit offers
  Insurance applications
  Account reviews by current creditors
  Employment applications

  Respectfully,

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

  Happy Kia

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21378410
  
  I am rejecting this response.  I completely understand the difference between a hard and soft inquiry.  That is why I asked the salesperson and he responded with "it will be a soft inquiry".   Please send me a copy of the financing application that was used to obtain my credit report.  Both ***** and ***** have my email address. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/14/2024

  BBB,

  I will ask Happy Kia for permission to have the credit application sent to the customer

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

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

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

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21378410
  
  Consumer has not received paperwork requested.
  
  

  Business Response

  Date: 03/27/2024

  BBB,

  Happy Kia has sent *********************** a copy of her credit application via Express Mail.

  Thank you,

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

  Happy Kia

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21378410

   

  Requested paperwork was received via express mail on 03/29/2024. 
  
  I am rejecting this response based on review of the paperwork received:

  1.  The paperwork was not filled out by myself, the customer. It was filled out by the salesman. 

  **************** of the paperwork was not completed that indicates:

        a.  Type of credit purchase: retail, balloon, or lease

        b.  Type of credit being pulled: individual, joint, or individual relying on other income

  3.  Form is not dated

  Again, my complaint is that my permission was given for a "soft" credit inquiry and a "hard" credit inquiry was completed.  I am contending that the dealership misrepresented and failed to disclose the intended purpose of the form. 

  Again, I request that the dealership contact the credit company and remove the hard credit inquiry from by credit report.  

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

  Business Response

  Date: 04/08/2024

  BBB,

  The salesperson completed the credit application using the customer's information and the customer signed the form giving ********************** the authorization to submit to a lending institution for an automotive loan.

  To reiterate, when applying an automotive loan it is always a hard credit pull. There is not another option 

  Happy Kia

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21378410
  
  I understand the principle of a credit inquiry for financing and know the difference between a hard inquiry and a soft inquiry. When I asked the salesman if it was a hard or soft inquiry, he assured me it was a "soft inquiry," which mislead/misinformed me. Regardless of intent, this was wrong and unethical.

  My complaint is that I was misinformed by the salesman. If he had told me that "all credit inquiries by Happy Kia are hard inquiries," I would have not given written consent for the inquiry. This is the crux of the problem. My consent for the credit inquiry was obtained fraudulently.

  Fraudulent misrepresentation occurs when someone enters into a contract based on a statement that later turns out to be false. This can be done via verbal and written communication.

  The problem is not that a hard inquiry was done, but that it was done via fraudulent verbal misrepresentation. Let's not spend any more time discussing what a credit inquiry is or what it entails. My complaint is that my consent for a credit check was obtained via fraudulent verbal misrepresentation by the salesman.

  I am requesting that Happy Kia contact the credit company used for the hard inquiry and remove the hard inquiry from my credit report. 

  Sincerely,

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

• Initial Complaint

  Date:07/10/2023

  Type:Order 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.

  They added extra warranty to my vehicle and didnt explain any of it to me during the signing of the contract. When I went back to have them take it off, they told me my interest rate would go up 3 % if I took them off. After going back and forth for 2 days, I got 2 of the 4 warranties taken off. The other 2 warranties, they are refusing to take off even though on the paperwork it says I can decline the warranty. One of the warranties is the paint protection/package the put on the vehicle when they got it in stock but they didnt put on the sticker price. They added it to the accessories cost and are refusing to take it off. I told them I wanted a written note saying they are refusing to take it off and the General Manager said he couldnt provide me one.

  Business Response

  Date: 07/18/2023

  BBB,

  RE: *******************************

  My apologies for my delay in responding. I was waiting for the general manager to return to get information pertaining to this transaction.

  There was not any extra warranty added to the vehicle. All items added to the vehicle were added prior to ****************** purchasing the vehicle and they are all disclosed on the addendum sticker added to the window next to the Monroney sticker as required by law. All addendum items were disclosed at delivery and ****************** signed and initialed her acceptance.

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

  Happy Kia

  
  
   

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20290622
  
  I am rejecting this response because: the Resistall 360 protection package is not listed on the window sticker. That is a cost of $1895.00 added to the vehicle cost. Never told me this was added to it until I happen to look at the paperwork later that night and have refused to take it off even though you tell me that you cant provide me with a written note saying that you cant. You also added 2 other warranties and at first you didnt want to take them off and even threatened me with higher interest rate if I did take them off. 
  
  Sincerely,
  
  *******************************

   

  Business Response

  Date: 07/26/2023

  ************,

  ****************** is not our customer. ********************* is the ********************** customer and the registered buyer of the vehicle.
  

  Attached is the disclosure form signed at the delivery of the accepted products by **********************
  

  
  

  Respectfully,

  *********************** Consulting, LLC

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20290622
  
  I am rejecting this response because: the ** did not tell us was what were signing for so there for he slip the extra warranties in without telling us. Never showed us paperwork, just put it into the envelope and taped it shut. And yes I am the co-buyer so I have the right the file a complaint since I am the one making the payments not ******************. Which yall knew that!! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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.

  On April 14 2023, my daughter and myself bought a used *************. The website states $500 gift card with each new or used purchase. After we signed papers we asked again about gift card. **** stated he would not give it to us because they sacrificed making us a good deal.

  Business Response

  Date: 05/03/2023

  BBB,

  After reading ******************************* comments and contacting the dealership for further information, I agree that *************************** was entitled to the $500 gift card.

  I personally contacted Mr. *********************** and apologized for the incident and the frustration he must have felt and I submitted a check request for the $500 to be paid to Mr. *********************** ASAP.

  ***********************, Happy Kia

  Customer Answer

  Date: 05/03/2023

   
  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.
  
  Sincerely,
  
  ***********************