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:06/11/2024

  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.

  On April 17, 2024 I bought a new *** at D*** Hannah Motor and paid cash for it. They did a hard inquiry on my credit bureau report and one of them states it was for a loan. On June 9, 2024, I received a letter stating that my loan request had been declined. I immediately went to Dick Hannah Kia and was told that this was a form letter and nothing could be done about it. The Salesman and the Manager told me that they have a form with two options: 1. complete an application for a car loan and 2: The loan was not approved. Because I did not complete a loan application - their only choice was to select that the loan was not approved! This makes no sense to me. This is a very unprofessional way to deal with customers, especially a paying cash customer. I told them I want this taken off my credit report and at least a letter apology and any damage this has been done to me personally in their records. At the time of the sale, both the salesman and the sales manager pressured me into paying for 2 additional service contracts.

  Business Response

  Date: 06/21/2024

  BBB 
  ************************* 200 
  *****, ID ***** 
  
  RE: *************************;
  06/21/2024 
  Complaint ID: ******** 
  
  To Whom It May *********************** are writing in response to the complaint filed by ********************************* against Dick Hannah Kia on 06/12/2024. We take customer feedback seriously and appreciate the opportunity to address any concerns raised by our consumers. 

  Upon receipt of the complaint, we immediately initiated an internal investigation to better understand the issue. After a thorough review, we acknowledge the concerns raised by ********************** and deeply regret any inconvenience she experienced as a result. 

  We have taken the following steps to address the complaint: 

  1. Explanation of Adverse Action Notice: We have contacted ********************** to explain that, in compliance with the Equal Credit Opportunity Act and the Fair Credit Reporting Act, we are required to send an adverse action notice even if we only pull credit and do not submit the application to any financial institutions for consideration. ********************** was told that evening that her credit would be pulled to verify her identity more completely, as we were accepting a personal check for the full amount of the vehicle purchase. 

  2. Process Improvement: During our discussion, ********************** pointed out that she should have been informed about the adverse action notice in advance. We are reviewing our processes to ensure our sales teams are better educated in explaining the purpose of the adverse action notice to our clients. This will help prevent clients from being caught off guard when they receive it, especially when their credit is being pulled for reasons other than obtaining financing. While ********************** remains understandably frustrated by the situation, she appreciated the thorough explanation and was glad to hear that her feedback will be used to improve our procedures. We agree that her complaint will contribute to enhancing our customer experience. 

  We are committed to upholding the highest standards of customer service and satisfaction at ********************** and appreciate the opportunity to resolve this matter in a timely and appropriate manner. 
  
  Please contact us if you need further information or clarification about this matter. We are available to address any additional concerns you may have. 
  
  Respectfully,   
  **********************;  
  General Manager   
  Dick Hannah Kia   
  ************************************   

• Initial Complaint

  Date:03/22/2024

  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.

  I dropped my car off at Dick Hannah Kia ************ several days ago. I was expecting my car to be ready that afternoon. I was seeking parts: blower motor, rear windshield wiper blade and install, and windshield wiper motor replacement motor and install. I then had to wait until the next day to pick up the vehicle. I received a phone call that I would need a new blower motor relay as well. I got the new quote and authorized the part to be purchased. When I arrived, I asked how much it would be to have the blower motor installed. Hannah said it would be installed at the same time as the blower motor relay, which would be an additional 95 dollars for labor. I left the car yet again, for them to do the install on Thursday 3.21 and into Friday 3.22. I called the **** this morning after not hearing from them, despite signing up for text updates etc. They assured me that the work was done and I arranged for a ride to the dealership yet again. Seeing as I had prepaid for the service last night, I was expecting the transaction to be easy. I only discovered that the part had not been installed when I asked for the old part back. This is predatory. ************ confirmed that the blower motor had been installed as Hannah M had discussed with me last night. It seems to be a practice where one hand blames things on the other hand. No one is willing to take accountability for the promises made and the contracts discussed. There is apparently no recording of calls or notes taken after calls and visits as the director is calling everyone and getting a "he said she said" instead of having access to notes that should be kept and documented as the service progresses. I did receive a call back from **** who is the service director. He was blunt as I'm sure he is trained to be. He took his employees side- which I suppose is self serving and should be expected. He cut me off and wasn't interested in me sharing my DOCUMENTATION that was given to him. He also said he knew I was filing.

  Business Response

  Date: 04/02/2024

  BBB Northwest (******, **)
  ********************************* Ste 2000
  ***** ** *****
  
  RE: *******************
  
  Complaint **#: ********
  
  April 2, 2024
  
  
  To Whom It May ******************** *********** came in for her appointment on March 20th, she had three items she needed us to address, no air coming out of the vents after her son replaced the blower motor, wiper fluid full but nothing came out and a new rear wiper blade. At that time ************ signed for an initial estimate of $400.00 to find out what the problems were.  When the technician was bringing in ************ car, he noticed the cars brake pedal went all the way to the floor and the car did not stop. During the inspection and diagnosis,the technician found that the Pin that connects the brake booster arm to the brake pedal was not installed, the wiper motor had power but would not spray and the blower motor relay was burned out and the motor was making a loud noise.
  
  On the afternoon of March 20th our agent called ************ to go over the recommendations for repairing the vehicle, which were:  $1045 labor only to see if her new installed motor was bad or just installed incorrectly (this area of the vehicle is difficult to access and so takes quite a bit of time), blower motor relay $133.61, Wiper motor $298.19, brake switch and new pin $107.26. At that time ************ told our agent that she and her son would come down and find the pin. When ************ arrived at the dealership the car was pulled into the service drive for them to locate the pin so ************** could install it for them; at this time the technician noticed the brake lights stayed on all the time. After our agent and ************ discussed pricing again, ************ stated that her son could replace the blower motor relay and the now needed brake lamp switch. ************ authorized and signed the repair order for an additional $298.19 to replace the washer motor and for us to put the relay and switch in her car for her son to install. 
  
  On March 21st, the parts came in and we installed the washer pump, put the switch and relay in the front seat as discussed. ************ was notified her car was done and ready for pick up. When ************ came in to pick up the car, she told our agent that she wanted us to replace the relay if it was only $95.00 for labor and had her mother prepay the bill. It was late in the afternoon so we let her know that the car would be done on Friday March 22nd, and we would call her when it was ready.
  
  On Friday March 22nd ************ came in to pick up her vehicle and asked the agent if the car was done. We gave her the keys and when ************* started the car the blower motor was making the same noise that we informed her about on the 20th. ************ came back in to speak with a manager to confirm that we did replace the motor and was reminded that she only authorized the relay replacement. At that point she asked for my business card so she could talk to me. At 1:09 pm ************ texted me I am a VERY disgruntled customer and I am ready to go to the news station and the BBB over a situation at your service department and I am hoping for a resolution so I do not have to seek a chargeback on my credit card.  When I called our agent to find out what was going on I was informed that ************ felt we should have replaced the motor as well for $95. I called ************ to discuss the situation and let her know that our original paperwork, estimate and the work we did were all correct.  However, as a gesture of goodwill and because she had misunderstood the original $1308.48,she was quoted to replace the motor parts and labor I offered to perform the work for $580.00.  ************* texted me back for clarification on the original estimate, so to clarify, the $863 I paid so far was for the windshield wiper fluid motor, the replacement of the rear wiper blade, and the blower motor relay and install? I then texted her back yes plus 2 hours of diagnosis, and that was the last I heard from ************.
  
  On Saturday March 23rd, when ************** went to replace the blower motor ************* approved, he found that the motor was installed incorrectly and that wood screws were used to put the new motor in. ************** felt that the car was still not safe to drive as the brakes were still not fixed, so he installed the clovis pin to the brake pedal and verified that the brakes work correctly. ************** finished the installation of the new blower motor and saved the old part so ************* could return the motor she bought else ware for credit.
  
  Had we received approval to complete this work all at once instead of in stages and had much of this work not been performed incorrectly elsewhere prior to bringing the vehicle to us, this confusion and frustration could have been avoided.  We did our best to work through these repairs patiently and to timely communicate with ************.   After my thorough review of the transaction,I am confident that we have completed all the work approved, and the job is finished as ************* has authorized.
  
  Sincerely,
  
  ***********************
  Service and Parts Director
  Dick Hannah Kia
  ************
  
  
  
  
  
  

• Initial Complaint

  Date:03/12/2024

  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.

  Have a D*** Hannah Loyalty Card that said I can get free car washes for life. purchased the car in 2019. Went in today and they said they only get wash cards with service. Sounds like Breach Contract it shows no expiration.

  Business Response

  Date: 03/18/2024

  BBB Northwest (******, **) 
  ***********************************************;
  ***** ** ***** 
  
  RE: *******************;
  
  Complaint **#: ******** 
  
  To Whom It May ************************ extend our sincerest apologies for any inconvenience ************** may have experienced while attempting to obtain his monthly car wash card. Following the recent incident, we have promptly addressed the issue by engaging in a discussion with ************** on 3/14/2024, during which we clarified that the oversight was attributable to a mistake made by our agent, stemming from the low mileage on his vehicle. Despite our offer to collect and wash **************** car, he graciously declined. 
  
  To ensure a seamless resolution, we have taken the initiative to dispatch both the March and April wash cards to ************** via mail. We are confident that this action has effectively resolved the matter to his satisfaction. However, should there be any further assistance required, please rest assured that we remain at your disposal to provide support in any way possible. 
  
  Sincerely, 
  
  **********************;
  **** Hannah Honda 
  General Manager 
  ************************************ 

  Customer Answer

  Date: 03/18/2024

   
  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:04/27/2023

  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.

  In May of 2021 I purchased a new *** ******* SX from Dick Hannah Kia. Since then, I have had the same couple of issues and brought my vehicle in on several occasions resulting in a simply a loose wire being reconnected and not solving my problems. The service center has had my car on at least 5 occasions for 8 hours a day to try and rectify the issues but, since it does happen only on a rare occasion I have just simply been "putting up with the issues" since I cannot continually have no vehicle for an entire day with no fix. 1 - the car back up camera flashes between the video screen and home screen when going in reverse. 2 - all of the door and window controls stop working not allowing any of the windows to be rolled up or down and not allowing the doors to be unlocked or locked.Aside from these things Dick Hannah Kia has been the only service shop to do any sort of maintenance on my vehicle or even look at my vehicle. They have done a total of four oil changes. The first oil change I was argued with when scheduling as they told me my vehicle didn't have enough miles for an oil change. I explained that it was my vehicle and the manufacturer can make recommendations but it was ultimately up to me. They did the oil change and everything went off without a hitch. The second oil change was July 2022 only this time they did not do so great. The engine cover that is over my engine was cracked (a piece of plastic that costs hundreds of dollars) and it appeared someone had tried to glue it back together hoping I wouldn't notice. My bumper was also cracked, and my oil was overfilled causing a leak which ended up causing the seal on the oil filter to fail. Dick Hannah Kia took responsibility for the damages and provided a loaner vehicle while they repaired mine which I was satisfied with at the time.Fast forward to November 2022 when I received my third oil change. Being that it was around the holidays, I had some time off work and did not drive my vehicle as much. Allowing it to sit I ended up noticing once again, an oil leak. Naturally I called and brought the vehicle in for them to find the oil leak and drain some oil as it was overfilled for the second time. And again, they provided me a loaner car. They had my vehicle all day and took it on an extensive test drive over 70 miles, which I was not too thrilled about. They determined the oil was not over filled and there was no leak and had for the second time cracked my engine cover. I asked them to come look at the vehicle with me and showed them the dip stick showing the oil level well above the fill line. The lead mechanic in the shop was extremely rude and told me that it was not over filled and kept asking me how I knew. I continually explained that I simply checked the dip stick and that I know if it is overfilled it will likely cause engine damage due to over pressurization in the engine. He snarkily replied that if that was the case *** would simply replace the engine as the car has a ******* mile power train warranty and then asked what I expected them to do, to which I replied drain some oil to bring the level down and that this would not be a warranty as overfilling the oil on multiple occasions was at this point negligence on their part and a vehicle with ****** miles and should not have any engine issues and this is the reason I purchased a new car and not a used one so that I did not have any issues. He took the vehicle and drained some oil at my request and informed me that he had added some UV dye to the oil and to drive it for ******* miles and bring it back if there were any signs of it leaking. The service writer ordered a new engine cover to replace the one they had cracked.I did just that and discovered an oil leak around my oil pan, taking pictures for *** so that they could clearly see the issue this time. For a third time they took my car for inspection and *********** again providing a loaner car, this time from *****. The service manager called the next day to inform me that they did indeed see a leak around my oil pan where the gasket had blown and they also found a broken timing chain guide post. I replied that sounds super important and makes me very nervous about how the rest of the engine was fairing. She assured me that she understood my concern and they would thoroughly look at it to ensure there was no additional damage. I asked how they were going to do that as one would literally need to take apart the engine to inspect all of the seals inside, she said she had no idea as she was not a mechanic. My trust in these mechanics at the Dick Hannah Kia service center is pretty much lost and I am very concerned with how this will be rectified. And the fact that the rental car is costing me ***** plus tax a day for insurance coverage which I should not be paying for being that this was caused by negligent maintenance on their part. Also, the broken part is apparently on back order since it is such a new vehicle so there is absolutely no time line as to when my car will be completed

  Business Response

  Date: 05/17/2023

  BBB Northwest (******, **)
  ********************************* *** 2000
  ***** ** *****
  
  RE:***********************
  
  Complaint **#: *******
  
  
  To Whom It May ******************** **************** reached out to ** to schedule her first oil change, we certainly did not intend to portray that we were arguing with her about scheduling one for her and apologize if it came across that way. We simply wanted to explain the manufacturer recommended service schedule and only intended to save **************** time if her vehicle was not ready for an oil change.
  
  Over the course of her visits, we broke the plastic engine cover twice. They are exceedingly difficult to take on and off and we do apologize. We did order new ones and replaced them at no charge to ****************. Her bumper was scratched,and we provided **************** with a loaner vehicle at no charge to her while we took her vehicle to our body shop to be fixed.
  
  Our oil guns are metered, and at the time of her oil changes, we put 6 quarts of oil in her car just as the label on the hood shows. We took her over to a brand-new *** that was filled by the factory, to also show her the dipstick with residual from the side of the engine case just like hers. ****************** still asked ** to drain out some oil and we did so.
  When we spoke with **************** yesterday (5/15/23) she told ** that she never paid for the insurance on the Hertz Rental Car we provided her (referenced in her complaint at $39.99) because it was too expensive.  Therefore, there is nothing to reimburse her for here.
  The oil leak referenced in her complaint was a manufacturer defect. The leak was coming from the oil pan gasket and was repaired and covered under ***s manufacturer warranty and at no cost to ***************. As of today, **************** has not had to pay for anything other than her normal services.  At this point we are unable to determine what **************** is requesting as a refund regarding her experience with **. 
  We sincerely apologize to **************** for causing her any inconvenience and hope we can continue to assist her with her future service needs.
  
  
  Sincerely,
  
  ***********************
  Parts & Service Director
  Dick Hannah Kia
  **************
  

• Initial Complaint

  Date:02/01/2023

  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 purchased a 2023 ******************* EX in Nov. The sticker on the vehicle and the information on thier website states that this car will get 38/38 mpg. To date I am seeing 32/32 mpg **** I paid a premium for the hybrid as I was expecting better fuel economy. I just took the Sportage to the dealer to see of anything was wrong with the vehicle. The Service Manager said the Milage was normal for winter driving, Hello...It's only going get worse in the summer when using the *** I am running the car in Eco mode, the Enviromentals are on driver only and one passenger. I would like the vehicle I paid for 38/38 mpg. Not 32/32 mpg. The other reason I took my car into the service center is, I was hearing a lot of lifter noise when accelerating. They said this was Normal for the new *** models. I believe the lifter noise is what's causing the poor fuel economy.

  Business Response

  Date: 02/09/2023

  BBB Northwest (******, **)
  12639 *************. *** 2000
  ***** ** *****
  
  RE:*************************
  
  Complaint **#: ********
  
  
  To Whom It May ****************** understand that ******************** is frustrated on the *** of his new vehicle, however,*** results may vary on any given vehicle.  In fact, the window sticker on ********************** vehicle states, Actual results will vary for many reasons, including driving conditions and how you drive and maintain your vehicle.
  
  When ************** looked at ********************** vehicle, he found the vehicle average at **** ***, which is considered normal for the time of year. When the vehicle is at idle for heat, all other electrical items will use the engine more.Vehicle driving habits and time the vehicle is driven i.e., sitting in traffic,driving up winding and hilly terrain will cause this average to drop below the sticker average.
  
  When we contacted the vehicle manufacturer about ********************** concerns, they recommended that we direct ******************** to contact ******************** with any further concerns at ************.
  
  
  
  Sincerely,
  
  *************************
  General Manager
  Dick Hannah Honda
  **************