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:02/25/2025

  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.

  It has been 6 months February 22nd since I had my car accident, at that time my car was taken to ******* body shop to be repaired. The parts were ordered, one of the parts were for the airbag that had deployed, we were told that it was on back order and was told that we would be able to have it fixed by end of October, it is now February and still no part. We have been in contact with several different people from Kia, being told the same thing, it is on backorder with no end in sight. I did however speak with a person from Kia that told me she saw that they hadn't even made the part needed, which is coming from Korea. When I would tell this to the other people from Kia, which by the way I have talked to several different people i would get several minutes of silence, then was told they didn't know anything about that. Our insurance paid for a rental the first 30 days, after which we had to pay out of pocket $30.00 a day for a rental, we did this for about 4 months, at that time we ran out of money. We have since had to play musical cars between using my husband's truck and my daughter's vehicle and begging and borrowing a third vehicle in order for us to get back and forth to work, we did receive a message sometime back that part had been approved but not sent, no idea what that even meant. We feel as if we are getting the run around from everyone we speak with. In the meantime we are paying for insurance and making car payments on a car, which by the way we barely had for a year, that we can't even drive.

  Business Response

  Date: 03/03/2025

  Hello,

  
  I am writing in response to the BBB case filed by **** ******** regarding the delayed availability of a Main Wiring Harness Assembly (PN: ***** *****) for his 2023 Kia Sorento (VIN: *****************).
  We want to clarify that this issue is not due to any action or inaction by our dealership. The part was ordered on 09/04/2024 as an Emergency (UPPR) order, which is the highest priority level for fulfillment. However, Kia Motors has placed a freeze flag on this part, preventing new orders, and as of 03/03/2025, there is no ETA for availability.
  Key Points:
  Kia Motors, not the dealership, is responsible for the manufacturing and distribution of this part.
  We have escalated this issue multiple times through official channels, including our District Parts & Service Manager (DPSM), but Kia Motors has not provided a resolution or timeline.
  Five other dealerships nationwide are also waiting for the same part.
  The customer and the body shop (****** *********) have both opened consumer care cases with Kia:
  ******** case: ********
  Customer’s case: ********
  We understand the customer's frustration, especially since their insurance company has stopped covering their rental. Unfortunately, this is a manufacturer supply issue beyond our control.
  We remain committed to supporting our customer in any way we can, but we ask that Kia be held accountable for providing an update on part availability. Please let us know if you require any additional information.
  Sincerely,
  
  

  
  

• Initial Complaint

  Date:10/04/2024

  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 bought a 2021 Kia Sportage in 2021 I was told that I have 60,000 mile warranty on it was not told that there was certain warrantys on different things on the car. Took my car to them today because my radio screen looks like it is cracked.Was told that it had 36,000 mile warranty on this problem I was not told this when I bought the car. My car has 41,450 miles on it. And was told by service department that it will get worse. I was told that I had the 60,000 mile warranty on the car and I want the screen fixed.

  Business Response

  Date: 10/14/2024

  Thank you for bringing your concerns to our attention. We understand that your vehicle was purchased from a different dealership in Tennessee and not us, we must follow the manufacturer's warranty terms as outlined at the time of the vehicle's sale. Unfortunately, we cannot modify these warranty terms retroactively.

  We hate to hear if there was a misunderstanding about warranty coverage by the dealership that sold you the vehicle, which was not us, We believe your complaint should be handled by your selling dealer ********** *** in Tennessee.

  That said, we remain committed to providing excellent service. If you are experiencing any specific issues with your vehicle’s radio, please contact  our service department directly so we can assist you further.

  
  Again, we apologize for any inconvenience this has caused and appreciate your understanding.

• Initial Complaint

  Date:06/11/2024

  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.

  I purchased a used vehicle on May 24th, 2024 on a trade-in. It was a 2021 Chevy Corvette. I asked the salesman if the vehicle came with a 2nd key fob. He said yes and it also comes with another removable hard top that is see through from the inside. The previous owner of the vehicle also happens to be the owner of the dealership. After making the purchase I was told that they could not find the key fob or other hard top. The next day I was able to go pick up the 2nd key fob. After weeks of waiting for the previous owner to find the other hard top I was told he couldn't find it and that I would not be receiving it because it is a used vehicle and it only comes as it was sold. But that wasn't what I was told before completing the purchase. I would have hoped the dealer would honor the deal as it was presented to me and get me the hard top I was expecting. Instead I was told I could go to Chevy and buy one for $2,000 plus tax. It's not my fault they lost the part.

  Business Response

  Date: 07/13/2024

  Hello,  We figured out there was a miscommunication on what the salesperson thought was turned in when the car was traded in, so to make things right with the purchaser of the vehicle, we ordered a brand new top for the customer and he received the extra keys as well, and everything was resolved.

  Thank you

  Customer Answer

  Date: 07/25/2024

  My apologies. I was unaware that I needed to send a response. I just got an email with a link to a message that said since I did not respond to a communication that my issue has been closed as resolved. Yes, the dealer did in the end honor my request for the part in question and has ordered it for me. Thank you.

• Initial Complaint

  Date:05/09/2023

  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.

  On 5/6/23 My husband and I went window shopping for a new vehicle with the possibility of purchasing a new one. **** **** allowed us to test drive a vehicle. After returning, we wanted to see what our trade in value was on our current car to even see if it was a worth it to trade in. **** took some information from us since it was going to be joint ownership (name, address, work info. how long we've been employed, our credit scores, payoff on current car and a payment we'd like to stay around). He left and returned back with a payment quote based on the information we provided to him. It was way over what we wanted. At that point he goes "oh I need you guys to fill this out. I kind of forgot to give this to you at the beginning." It was a credit application. I said I don't want to run our credit because we are wanting an idea of what we can get for our car and what a new loan amount would be before *trying* to get a loan. He said "this won't be an inquiry on your credit. This is just to have on file and when we can reach that agreement on a payment amount, we will send off for your credit report to make sure the information you provided is accurate." He reassured me 2-3 when I asked multiple times while we were there that a credit report would not be pulled, and I wouldn't have a hard inquiry. He and his finance manager both couldn't help us reach the payment we wanted. I now have a hard inquiry from Kia Motors for pulling my report and 6 other lenders from where Kia submitted my credit application to get me an auto loan. A payment agreement was NEVER reached. $598 is way TOO high for payment. We never signed a purchase agreement, or anything in regard to purchasing the car and needing to get financed. We said we would let them know Monday what we wanted to do and if we wanted to move forward with purchasing. I let **** know Monday we didn't want to buy and questioned the inquires on my report. Since only MY credit was pulled, not my husbands. Never heard back.

  Business Response

  Date: 05/31/2023

  Hello, we have looked into this complaint and sorry for any misunderstandings, When our Sales Manager received a Signed Credit App and customer was trying to get to a payment, Sales Manager pulled credit and sent credit to banks to try to achieve your goal payment by getting the most competitive rate.  I don't know if there was mis communication between Mrs. ****** and ****,  or **** and the Sales Manager,  But when we have a signed credit app and we are working to get a competitive rate and payment the Sales Manager went to work on it for you to get you the best terms possible.

  We are sorry for any inconvenience.   

  FYI: Most Credit Bureau's count multiple inquiries as only one inquiry pulled generally during a certain amount of time "up to 45 days" when purchasing a new auto or mortgage loan. 

  this is straight from Equifax article "understanding hard inquires on your credit report" 

  Customer Answer

  Date: 05/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  This was definitely NOT a miss communication between **** **** and I. This was **** **** not keeping his word when asked THREE different times if a credit report would be pulled where I would get a hard inquiry on my report. Every response he gave was "No, a credit report would not be pulled, and a hard inquiry would not be on your credit report. The payment numbers we are giving you are based on the scores you provided. Once we can reach a monthly payment, we would pull a report to make sure everything matches up." I even said I didn't want to sign a credit application because I didn't want my credit pulled. He once again assured me it wouldn't be until we reached that number and that he just needed it on file for when we moved forward. I don't see how that would be miss communication at all. This was someone taking it upon themselves to pull a report AND sending it to lenders to get it financed without moving forward with purchasing. You guys wanted to have everything done on your side to get the sale done asap. However, we didn't even want to purchase it after seeing the first payment option $680, definitely didn't want it after showing us the second payment $598.62 and let's not forget the third number $595 - just $3.62 less than the second payment. What a joke. I made it clear I wasn't going to pay that much for a car, but you guys kept pushing with numbers! My text with this issue about my credit pulled and not my husbands was never replied to, why? Because he knew he was in the wrong! I never got a call back from the finance manager when I called about having an issue and left my name and number, why? Why was only MY credit pulled and filled with hard inquires and not my husband's when it was going to be joint ownership? We both "had to" fill out a credit application. See nothing makes sense on your end with "miss communication." I'm sure all your offices are equipped with audio/video surveillance, maybe that will prove what was asked and what was said over and over. 

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

  Business Response

  Date: 06/16/2023

  ******,
  
  
  After looking into this matter, I do not believe anyone has tried to mislead you or your husband in any way.  We pulled both you and your husband's credit May 6th at 5:15 p.m.  When the sales manager had signed authorization to pull your credit he did.  It would be my recommendation that in the future if you do not want your credit pulled do not give anyone permission to do so.   There was no malice attempt to do anything.  Everyone here was trying to help you.  I am sorry for the misunderstanding.         

   

   

  We consider this matter closed.

  Customer Answer

  Date: 06/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don't consider this matter closed. My questions seemed to be getting dodged every time I bring them up. I wonder if it's because my claim is true, and no one wants to fix their errors. When I state I do not want my credit pulled because I'm wanting to see what my vehicle is worth & if a trade-in would be worth it, but I'm told I 'have to' sign a credit application because he 'forgot' to give it to us at the beginning and nothing would be pulled unless we moved forward with purchasing then yes that is misleading and a straight up lie. Also, there is nothing on my husband's credit from this incident. After looking at your reviews it seems like I'm not the only person this has happened to. But I will be sure I leave reviews from my experience as well to ensure that people know this is an ongoing issue with your company. 

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

  Business Response

  Date: 06/21/2023

  We are sorry for any miscommunication

  Customer Answer

  Date: 06/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There was no miscommunication. This needs to be fixed so I don't have multiple inquires on my credit score for the next two years. If I didn't take my credit serious and believe what I was told this wouldn't have been an issue. But you guys lied and ignore everything I ask you. Says a lot about yourself as an individual and business.

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

• Initial Complaint

  Date:01/30/2023

  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 leased a vehicle from Lou Fusz Kia Evansville at the end of March 2022. I paid for a 36,000 mile maintenance plan. The sales manager (***** ******) said I would receive a "coupon book" in the mail in about 4-8 weeks and to keep it in my glove box for services. After 12 weeks, I never received the coupon book. I called and he said they would get in contact with the company and have them send it again. I still never got it. So I called again (3rd time) as my first oil change was coming up and I still didn't have the coupon book. The same manager told me to just "tell the service desk it's on the way and they'll put it in the system" i got one service in Evansville in September before moving to ********. No issues, everything went great. On Dec 23, I took it to my local ******** Kia dealer for a service and to get a recall fixed. The ******** Kia calls to tell me my car is ready but they were not able to verify/charge my maintenance plan. They told ******** Kia that my maintenance plan has been cancelled and they will not explain why- they will only tell the selling dealership the reason and to call them. since my maintenance plan was cancelled without ANY heads up to me, I had to pay $130 out of pocket just to get my car back. I call Evansville Kia and left voicemails to let them know what was going on. I spoke with ***** ****** on Jan 2, he said he's "just waiting on an answer from the maintenance company" and he would have an answer for me at the end of the week. Fast forward 4 weeks to today, ***** ****** has not returned ANY of my calls since. I have called Evansville Kia MANY times and have left countless voicemails asking for an answer or at the very least a call back with some sort of update, I called back and asked to speak with his Boss, ***** *****. His phone rang and went back to the front desk and she explained ***** is busy but I can leave a voicemail for *****, the same man I've left at least 6 unanswered voicemails for this past month. I've done my best to remain calm and understanding but I've never in my life received such horrible customer service. I know they don't care about me the second I signed those papers but I think at the very least they need to uphold their end of our legal contract.

  Business Response

  Date: 02/13/2023

  Hello *********  We are sorry for the mix up,  we had a typo when we originally did the paperwork and switched the last 2 digits of the vin, and when we ended up catching the mistake we canceled the contract with the incorrect vin, but forgot to reinstate the new one with the correct vin.  We were at fault at that and sincerely apologize for the hassle.  We are cutting you back a check for the oil change that you had to pay for out of pocket as well, and we mailed that off.   ***** told me he has been in contact with you and gotten you the new contract policy number as well for the maintenance plan and a copy of the refund check for the oil change.   Once again we are sorry for the mix up.

   

• Initial Complaint

  Date:01/04/2023

  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 the vehicle on October 2 of 2022. The price of the vehicle was $7997 I put down $4000 that I had received from my previous vehicle being totaled due to no fault of my own. I test drove the vehicle and I asked the salesman about the sound that was coming from the blower motor. He said they wouldn't fix it so reluctantly hi still purchased the vehicle. A couple days later I found out the vehicle had three recalls so I called my local dodge dealer to get it fixed. One of the recalls was unable to be completed due to the wiring on the oxygen sensor being burnt up while it was there. They also told me that the vehicle had multiple oil leaks as well as a transmission leak. I messaged the purchasing dealer about the leaks and the recall. They agreed to cover the part to complete the recall, but ignored anything about the leaks. Just recently with the cold I went to turn the vehicle on to defrost and a check engine light came on so I had it checked and it says that it had no coolant. Upon checking under the hood the coolant reservoir was empty. So I checked the oil and it was watery and had a reddish orange tint to it. So I checked the oil on my other vehicle and compared to the two. I had a mechanic look at the vehicle and it has a blown head gasket. I informed the purchasing dealer, and they told me that my vehicle came with no warranty, and there was nothing they would do. They are now messaging me telling me to go get the tags on the vehicle, but I can't to drive it to the courthouse for an inspection because the vehicle will overheat due to the blown head gasket. so I now have a vehicle that I haven't made my first payment on and cannot be driven.

  Business Response

  Date: 01/12/2023

  Sorry, on our higher mileage older vehicles, we sell them AS-IS no warranty. Customers have the right to have the vehicle inspected and checked out with their own mechanic prior to purchasing the vehicle.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My salesman did not make it known that the vehicle was sold as is with no warranty. I've purchased 5 different vehicles from dealers and it always comes with an aftermarket warranty. I've purchased vehicles with 180k miles that came with a warranty. I've also worked at a dealer and every vehicle no matter what came with some sort of warranty. I asked the salesmen's about the used car inspection and he told me that y'all don't do that. And I should have walked away at that point. As long as you guys make a dollar you don't care about anyone.

  Business Response

  Date: 01/31/2023

  We are sorry that you are going through this. But older higher mileage vehicles we always sell them AS-IS since you never know what can go wrong with a older vehicle. And we encourage customers to have the vehicles inspected by their own mechanics before purchasing.