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:04/14/2023

  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.

  so i brought my car to kia of ******** which was told that i had a warranty which was told on april 11 that it wasn’t on warranty and it was good for a good will warranty and i would have to take to danbury ct dealer of kia which they would not help me they were nasty and rude to me the whole time then a manger call me and told me to get a new engine it’s 13,000 i said what that’s what i owe what’s the point on doing that i only had this car for 3 years

  

  Business Response

  Date: 04/17/2023

  We are unsure as to why Ms. ******** was told that we would be able to get a "goodwill" extension to her warranty coverage.

  Here vehicle was towed in and, after examination, it was determined the engine needed to be replaced. 

  When we applied to Kia for warranty coverage, the claim was denied.

  Unfortunately, we have no recourse when a claim is denied. Kia has sole discretion over warranty approval.

  We are very sorry Ms. ******** was disappointed, but we would point out we were put in a poor position by the original service center's misrepresentation.

• Initial Complaint

  Date:02/10/2023

  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.

  We brought our car to Danbury Kia in April of 2022 for a check engine light. It was under the 100,000 mile warranty at that time. The car was there for about a week. They reset the light and two days after getting the car back the check engine light came back on. We brought it back in and it stayed for another three weeks or so while they changed several parts. About a month after getting the car back for the 2nd time the car died while driving creating a very dangerous situation with both of my young children in the vehicle at the time. Thankfully nobody was hurt. We brought it back for a 3rd time and was told the issue is related to what they worked on the previous 2 times. We were told the car needed a new engine, and that pictures had to be taken for warranty purposes. That was Monday July 18th. 2022. As of today the car is still in their possession because they cant figure out how to fix it. They have threatened us with arrest for not returning a loaner car that was given to us while our car was in their shop. They gave us a loaner car with a expired registration that i was driving my kids around in. we involved *** ********* a few months ago by filing a formal complaint. They have been zero help. This is very frustrating. We have been paying the car patment, the insurance payment and the tax bill on this vehicle that we cannot use. Even more frustrating is having to bring your car in over and over for repair only to have it break again and again for the same reason. We are now approaching one year since the original problem arose and have been offered zero resolution other than to keep waiting. We can wait no longer. We had to purchase another vehicle because my wife needs 4X4 for her job and the front wheel drive sedan they provided us is not equipped for her work. Also it leaks water inside and the whole interior is covered in mold because of it. I will not put my children in that car. BBB is my final attempt for a resolution. The next step is litigation.

  

  Business Response

  Date: 02/10/2023

  The engine for Mr* ****** 2014 ******* needed to be replaced.

  
  Once we received approval to do so under warranty, the engine was back-ordered for several months.

  
  Unfortunately, once the engine was replaced, as can sometimes happen with vehicles of this age, other problems came to light once the main issue is addressed. In this case, after consultation with Kia Engineering, the injector box was diagnosed as the cause. Thankfully, we were also able to get this repair covered under warranty.

  
  The replacement injector box took time to be delivered, but it did, finally, arrive, and we expect to have the ******* repaired and returned by early next week.

  
  We understand this process has been very frustrating—especially in terms of replacement vehicles. While we were happy to provide a temporary loaner, longer warranty repairs require the use of a rental vehicle due to limited loaner availability. Once the expense was approved by Kia, we delivered the rental vehicle to the *****.
  

  
  

  Customer Answer

  Date: 02/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Almost ten months our car has been there. Unacceptable.. we have been told over and over that "it will be ready next week" for months and months, yet we still have no car. Unacceptable. Threatening us. Unacceptable. Rood to us. Unacceptable. Loaner car with expired registration. Unacceptable. New loaner is so disgusting and full of mold we can't even drive it. Unacceptable. The absolute worst business I have ever dealt with. Unacceptable!
  
  
  
  ****** ****

  

  Business Response

  Date: 02/13/2023

  We have no control over when parts arrive and can only relay the information we are given. As we received updated delivery dates for the engine and parts, these were communicated which is why the dates kept changing.

  We were unable to find the mold referred to, but the loaner vehicle in question was and is fully registered. When we requested the vehicle be returned, we received no response until we explained that the temporary loaner registration assigned to the customer was expired which left them open to potential charges. This was not a threat, merely a statement of the situation.

  While we acknowledge that this repair has taken far longer than would normally be expected, we have done all we can to mitigate the cost for the customer and provide a replacement vehicle for the duration.

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there has been zero communication from this dealer. Not even *** ********* can get in touch with them. The threat was that they were going to report a loaner stolen if it wasn't returned even though our car was not and still is not returned to us.  The expired registration occurred only a couple DAYS after the car was given to us. And when we were notified of this we were asked to drive the car back to them! The lies and incompetence continue.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 02/17/2023

  Unfortunately, we have a limited supply of loaners and cannot always extend them for the duration of a repair.

  If work is covered by warranty, Kia will, generally, cover the cost of a replacement vehicle. If the customer is responsible for paying, they would also need to secure their own rental.

  We need to make sure that loaners are kept available to all our customers in the fairest way possible.

• Initial Complaint

  Date:01/26/2023

  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.

  Sold a car that is now unsafe to drive, due to the windows not working and not serviceable since October 2022.
  No resolution in site
  oh well, seems to be their resolution, my problem.
  
  **** *********

  

  Business Response

  Date: 01/26/2023

  We have explained to Mr. ********* that the required part is back-ordered due to supply chain issues.

  We have placed the order under "Dealer Emergency" status and our in contact with our regional *** representatives, but we have no direct control over when the part will arrive.

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Kia ******** in September of 2021. My car was stolen four months ago, due to the Kia challenge I llitbhas been in the repair shop in Danbury repair shop in *** ******** **. My car insurance only paid for 31 days. I have been getting rentals because the dealer couldnt supply me with a loaner. I have no more money for rent more car. I am in need of a car to drive to work also to my doctor visits I am very stressed out, my health is not well. I don't know what to do, could you please help me, I am making my car payment faithfully and my car insurance faithfully.

  

  Business Response

  Date: 11/15/2022

  Unfortunately, the required replacement ignition switch is back-ordered due to supply chain issues and we have not been given any estimation of when the part will arrive.

  We suggest that Ms. ****** apply directly to Kia for assistance with the rental car fees as this issue was caused by a defect of manufacture.

  Customer Answer

  Date: 11/23/2022

  
  
  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.
  
  
  I attempted to get a rental from Kia there was no rental or loaner. They told me I have to get a rental myself. I have no money for a rental. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They reported a bad ignition coil for a misfire in the car. A misfire is not a insignificant problem, it’s an engine and exhaust major problem. This 2023 vehicle went in with 6800 miles and now has 12,000 miles on it. I was suppose to get a loaner so they could keep the car and repair. All I got was excuses. To help not incur more damage I had the coil replaced elsewhere but it was not the problem. I’ve given them ample opportunity to take care of this problem but it seems it’s not important to them.

  

  Business Response

  Date: 11/09/2022

  Unfortunately loaner and rental vehicles have been in short supply due to the ongoing supply chain issues.

  We have contacted Mr. ********* directly and arranged an appointment for his vehicle and a rental car for him.

  Customer Answer

  Date: 11/10/2022

  
  
  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. I don’t see any reason this won’t resolve the issue. Right now it’s just an initial agreement. I’m satisfied they are making an effort to accommodate myself and hope it all works out.
  
  
  
  Sincerely,
  
  
  
  ******** *********