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Business Profile

New Car Dealers

Robert Brogden's Olathe Kia

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/20/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 sold me a lemon car which died within 3 days of purchasing it and has continued dying since. When you pay over $15,000 it should not immediately die. This is bad business.
  • Initial Complaint

    Date:02/12/2024

    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 June 27th, 2022, I completed an online order for a 2023 Hybrid Sportage, was told it’d be ready in about 3 months, and sold a 2022 Sorento to have in the meantime. I was told when the Hybrid is ready, the dealer would buy back the Sorento at the same price (stated in the 3rd What We Owe contract). I was assured several times by the sale agent that there is no time or mileage limit.
    After several weeks, I emailed the dealership and asked if the buy-back would be valid after the 90 days and the dealer confirmed it.
    I visited the dealership in-person on 10/04/2022. I was told again that it will come in a few months, and I can buy a regular (gas powered) Sportage if I like, which I did.
    I visited the dealership in-person on 02/23/2023. A manager informed me that the initial information about the mileage limit is INCOREECT and I need to buy another vehicle soon and wait until the Hybrid model comes in. He assured me the Hybrid WILL come within the next 3 months. We put terms in the 3rd What We Owe contract that I will not have to trade-in any more vehicles until the Hybrid comes in and there would be no change on the value of buy-back regardless of time or mileage.
    I visited the dealership again in June 2023. I was referred to the general manager and was informed not only he will not honor the Hybrid model, but also the buy-back price will not be honored as well. I was given an estimated $9000 below the buy-back price that was EXPLICITLY stated in our 3rd What We Owe contract. I escalated the issue to another manager and was given a new contract (4th What We Owe) that required me to do a trade-in before 90 days or 9,000 miles whichever comes first until my Hybrid comes in. It also bought back the vehicle about $4000 less (but I was given the term that moving forward, I would also buy at MSRP with no mark-up).
    Per our contract, I visited the dealership 10/13/2023 and was told that the dealer would do another trade-in but outright refuses to honor the contract anymore.

    Business Response

    Date: 02/26/2024

    I have attached the documents of the last "we owe" that we did with Mr. ***** ******** as well as the sales contract, and both the invoice on his trade and his final purchase for full transparency. 

    We honored our side of the deal and went above and beyond for Mr. ********. He was adamant about getting a Kia Sportage Hybrid. He was in formed numerous times that the vehicle he wants in particular is on National Back order from the manufacturer, which means that they are not going to build one for us, despite our repeated attempts to get it. To put it into context, we were allocated over 2,000 new Kia's in 2022 and 2023 each year, and of those over 4,000 new Kia's we have received 0 Kia Sportage Hybrids, which we made explicitly clear to Mr. ********. 

    When we made the final deal, we made it explicitly clear to Mr. ********, the situation, and we even went so far as to pay over MSRP to purchase a Sportage Hybrid for for Mr. ******** from a dealership in Florida, shipped it to our location and offered to sell it to Mr. ******** at MSRP resulting in a loss for of profit for our company in an effort to make him happy. Mr. ******** decided against getting it because he did not want the color white. 

    At that time we agreed with Mr. ******** that we will no longer try to get the Sportage Hybrid, but we will give him full MSRP for his trade, despite it having 7,138 miles on it as well as give him the admin fee we charge back as a credit in the form of increased trade value for a new Sportage that he wanted. We sold him that new Sportage at no mark up and the final we owe stated that there was "nothing additional promised written or verbal" as per agreement made with Mr. ********. Proof of the we owe, contracts and Invoice's from the Manufacturer are included in this email for proof that we were fully transparent with Mr. ********. 

    This complaint comes as a surprise, because we made it very clear to Mr. ******** the difficulty involved in getting his desired vehicle and we were in COMPLETE agreement at the end of our car deal in October 13th 2023. I offer our sincerest apologies to Mr. ********, but as discussed and agreed upon between us at the last visit, there is nothing that we are able to do to get him the Sportage Hybrid, and he is more than welcomed to go to any other Kia dealership that has one to broker a deal, but as he told us himself, when he does do that the prices that they sell for is usually $6,000+ over MSRP, which he is well aware of. Which is why it was so surprising that he did not purchase the Sportage Hybrid that we purchased and shipped from Florida for him, with us taking the loss and Mr. ******** benefitting by getting the vehicle that he wants at no mark up, but he refused it. I sincerely hope he gets his desired vehicle, but I feel extremely confident that we went above and beyond for this customer in particular. 

    Customer Answer

    Date: 03/09/2024



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



    I am rejecting this response because:

    As I statwed before, contrary to the business's claim that "Mr. ******** was indeed informed repeatedly of the status of the Sportage Hybrid's being on National Back Order from Kia", I was given the assurance that I will get my hybrid within the next 3-4 month EVERY SINGLE TIME I visited the dealership and did a trade-in. Furthermore, stating that the business has gone above and beyond by "We have gone above and beyond, we went so far as to buy him a Sportage Hybrid for over MSRP, shipped it from Florida and he refused it" can't be more untrue. The business, without my knowledge, or agreement, has purchased a car that is of a DIFFERENT TRIM and A DIFFERENT COLOR than initially promised and simply has made me aware AFTER the vehicle has arrived at their parking lot. Of course I'll reject that.

    Lastly, a clarification about the sales tax. What I originally mentioned was the fact that I have paid "some" extra amount due to sales taxes (which is of course calculated by the difference in value). I did not mean it's a substantial proportion of my negative equity, but simply that it has contributed to it (it is about $1000). What I meant was that a series of factors - all rooted in the fact that the business has repeatedly overpromised a car it could not get - have led to the accumulation of substantial negative equity. For clarification, these factors include: the very fact I had to go to another dealership and sell the car at a depreciated value (which is substantial), accumulated extra dollars on payoff each time, accumulated sale tax due to price difference on some trade-ins.

    I will be pursuing this matter via other channels.



    **********

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

  • Initial Complaint

    Date:06/20/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They fraudulently charged me without my knowledge for parts and service that I did not receive.

    Business Response

    Date: 06/22/2023

    On June 15th ***** came in and ordered a new key for her Kia because she had lost her keys. We charged her upfront to order the key because it has to be cut for her specific vehicle and will not work on any other car. I was ready and she was notified on June 15th the key was ready. On the following Monday she called and informed us she had found her keys and no longer needed the new one we had got that only fits her car. For goodwill purposes only we are going to send her a refund of $262.24 and we'll dispose of that key and fob. She should contact **** ***** ** ************. We will credit back her Visa card but will need her to bring it in so we can do that.

     

    **** ****

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My 2020 Kia Telluride got a crack in the windshield while parked. On September 26, 2022 - I had a regularly scheduled oil change at Robert Brogden Olathe Kia dealership. While there, I asked them if they had already hit their quota on the good will windshield replacements in the 2020 Telluride windshields. They acted as though I was crazy. Rude & disrespectful. The manager (*****) told me she had no knowledge of such a good will gesture and would not replace my windshield for this crack. I briefly left the dealership to obtain the official Kia letter, returned, and presented the letter to her. She was shocked. She then told me she would see what she could do. I left and waited on my vehicle to complete the oil change.

    Once the oil change was complete, I received a phone call stating that my car was ready for pick up, that a windshield had been ordered for me and they'd call me when it was in to schedule an appointment to replace it at no cost to me. Over a month went by. My husband called to check the status of the windshield and he was told no windshield was ordered. The manager (*****) said she'd call us back the next day once she got approval on the windshield because it was never actually obtained. She never called. A couple days later, my husband called again and he was again promised a returned call that afternoon with more information. She never called. Several days later, my husband called AGAIN and she said they will not replace the windshield. I called minutes later and ***** was "unavailable for the day". I spoke with a receptionist and told her ***** has been dodging our calls and the customer service has been TERRIBLE. She transferred me to *****. ***** tells me there is nothing she can do & that the service technician that put me in this position has been let go.

    I was promised a windshield. Its been two months. Now they say they will not replace it even though this weak windshield issue is public knowledge & I received the Kia letter stating such.

    Business Response

    Date: 12/13/2022

    Our service manager ***** who by the way is not with the company anymore by the way assumed Kia would cover the windshield under their bulletin ** ****** attached. Hew windshield had a chip in it that had not spread into an actual long crack. Kias policy is to replace the ones that had actual crack in them and to repair a chip. ***** misquoted than obviously didn't own up to her mistake. We have been in contact with the customer and are going to replace her windshield. After I received this complaint I decided to take care of the windshield at no charge to the customer. Ironically after discussing this matter with the local Kia District Service Manager Kia decided to goodwill it themselves.

    Respectfully,

    **** ****

    General Manager

  • Initial Complaint

    Date:11/20/2022

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am attaching my complaint via image.

    I feel it at least fair to return to me the value of my trade in vechicle seeing that I am out of the trade and the 10 months of paying on a car I no longer have.

    Business Response

    Date: 12/19/2022

    During a phone conversation on 12/15/2022 the following was relayed to the BBB.

    Consumer brought the car in question into the dealership, the consumer was offered another vehicle due to the manufacturer defect. The consumer took the second vehicle and drove it. Consumer brought it back stating they didn't like it. Consumer was refunded all money spent on the vehicle and went to another dealership to purchase a new vehicle.

    Customer Answer

    Date: 12/24/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

    Complaint: ********

    I am rejecting this response because:I should have been given another vehicle in exchange for the one that wasn't any good. But instead the sales manager told the sales lady to just to sell me another vehicle. There was no recall. One of the service guy came out and said they has been having issues with some of the 2022 Sorento Suv. I feel like i was fully taken advantage of. The finance guy even sold me an expensive warranty on top of the 10 year factory warranty that came with the vehicle. 

    Regards,

    ****** *****

    Business Response

    Date: 12/28/2022

    To whom it may concern,

    The ******* original Sorento was experiencing issues with the vehicle, as we handle the service aspect of recently sold KIA's.  The dealership did the routine inspection on a new vehicle.  There were no other mechanical issueson the vehicle, service could not duplicate the issue.  The issues on the original Sorento while unfortunate, but would have been covered under warranty.

    For customer good will the dealership traded the ******* out of their Sorento and into another more expensive Sprrento after 9 months.  Afterwards, the ******* requested that they give that Sorrento back. When the ******* brought the car back the dealership paid off the loan minus the taxes the customer paid to **** ** *******.  The dealership was then provided with the registration and the ******* were under no further obligation.  The service contracts have been cancelled and refunded and all the loans paid off. 

    Respectfully,

    **** ****

    Olathe Kia

    General Manager

  • Initial Complaint

    Date:07/30/2022

    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 bought 2021 kia soul from Brogdens Olathe Kia in Olathe KS. They said 2 years free maintenance (oil changes and such) charged me for that package and said it was good at any Kia dealership. Not true, I brought to another kia dealership and they said the first oil change has to be done at the dealership I bought it from. So I wasted my time and money at that dealership (cancelled that appointment after I got there) and I got my first oil change done at the dealership I bought it at and the service department said they couldn't find it on record that I should be getting free oil changes. They didn't charge me for that one because I said no I'm supposed to be getting the free one. I had tried to contact the Kia dealership by phone many times to see what the problem was and finally gave up because their employee turnover is every couple weeks it seems and everyone blames the person that was just let go. The last person I spoke with said that kia changed it's service contract company so they couldn't see mine. I haven't had the time to stop in at the dealership for awhile to settle this matter because they should owe me back in what they charged for the service contract that they made me get but won't honor. I've been paying out of pocket since for oil changes at other oil change businesses. I will be stopping in soon to see what they can do about the worthless service contract they sold me. My account with them is under my old phone number ************

    Business Response

    Date: 08/26/2022

    Due to miscomunnication we are going to err on the consumers side and issue a refund. We have been in contact with ******* and are reimbursing her for the oil changes that have been done total of (3) with one (1) more free oil change. We are waiting for ******* to send us the invoices for reimbursment. 

     

    Respectfully,

     

    **** **** 

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