Complaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/08/2025
Type: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 *** Telluride from *** of ****** on 8.28.2023. I payed in full on that date. At that time everything worked perfectly. I brought it in for recall notices on June of 2024. I noticed in late October that the rear and mirror defrost no longer worked. I brought the car in 3 different times for the same issue. On December 11, 2024, I brought this car in for the 3rd time, I stated I was not taking it back until it was ******** is now May 8, 2025 and I still do not have my car. The service department has replaced the same parts multiple times to no avail. We have a case # with the complaint depart of *** and they have been less than helpful, stating that they will review the case. Nothing ever happens.I called the complaint department again today, May 8, 2025 - stating I have been more than patient and that the car needs to be replaced as it obviously cannot be repaired. Once again, they stated they would review the case.This is unacceptable from any company.
Business Response
Date: 05/14/2025
we have replaced the complete dash harness, switch panel and fuse block as per *** tech-line and it did not resolve the issue of the rear defrost switch not illuminating when on. there is no drivability issue and we are still working with tech-line to resolve it. on any buyback concerns it needs to go through ***-customer-***************Initial Complaint
Date:10/29/2024
Type: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 3 year old car broke down September 26th 2024. It is still under warranty so I had to tow it to my dealership, which unfortunately is *** of Duluth. The car has been there for a month now. It's waiting for a new engine and the only reason I know it needs a new engine is because the service manager told us we're waiting on it. My service advisor does not contact me I have to contact him to get any kind of information regarding what is going on. It has also been a month of me asking for a loaner car with continuously being told "in a couple days" or "next week" while I still don't have a loaner nor do I have any idea of if or when I will get one. I emailed customer retention over 2 weeks ago with no answers from them either. We were also supposed to get a call back from the service manager this morning at the latest and still have not heard from her either. This dealership is such a joke and I regret everyday buying a car from them.Business Response
Date: 10/29/2024
We now have a loaner vehicle available and are reaching out to ******* to offer it to her while her vehicle is in the shop.Initial Complaint
Date:06/11/2024
Type: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 5/17/2024 I brought my 2020 *** **** into Kia of Duluth for recall work on the vehicles Anti Theft system, as well as a software update to the vehicle. After performing the work, the vehicle would not start. They provided me a loaner, and didnt finish work on my vehicle until 5/24/2024. It was the end of the day on Memorial Day weekend, and I was out of town when they called me to tell me it was finished. I wasnt able to pick the vehicle up until 5/28/2024 because of the holiday. When I got the vehicle back, the heat no longer worked on the vehicle. It worked without any problems up until I brought it into that shop. I notified the shop of my issue on the morning of 5/29/2024 when they opened. They told me they werent able to accommodate looking at my vehicle when I get off of work at 4:30PM. They have refused to provide me a loaner vehicle to get the car back into the shop to be fixed properly. I filed a complaint with the service manager on 5/31/2024 telling him of the issues I was having with the other service advisors. He said he would personally get back to me early the next week. He never did. I then filed a complaint with the ******************** on 6/5/2024. I havent heard back from *** corporate or the shop since I let the service manager know of the issue on 5/31/2024. I would like my vehicle repaired properly with the heat working free of charge, and I would like a loaner vehicle to get to, and from work. A second vehicle is a necessity for me.Business Response
Date: 06/11/2024
****'s vehicle is currently here and is repaired. We made several attempts to get his vehicle back after we found out the heat was not working. He appears to be satisfied with the outcome of this situation as he has removed his social media posts that he had put up about us and thanked service advisor ******************************* several times.Customer Answer
Date: 06/12/2024
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.Initial Complaint
Date:10/20/2023
Type: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.
Leased new vehicle from them September 2023 and have made two payments to dealership because paperwork still waiting they claim to be accepted by the bank. No plates or anything at all.Business Response
Date: 10/20/2023
***** spoke to our finance manager a little while ago. The issue was resolved over the phone. Our finance manager will be calling her once the deal is completed.Initial Complaint
Date:01/10/2023
Type: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 was trying to finance a car they where waiting on the bank to figure out if they where going to finance me. They let me take the car home until everything got figured out. I put 600 dollars down and then the bank wouldn't finance me so I brought the car back in the same shape it left in and they stated because of the miles put on that they weren't going to reimburse me for the money I had put down but I read that of the sale didn't get finalized then they still would have to reimburse me.Business Response
Date: 01/11/2023
Customer told us income information would be verified by the bank. Income was not verifiable. Vehicle was returned however it had an additional 990 miles. We had to reinspect the vehicle.
There was also restocking costs. Due to these charges her deposit will not be reimbursed.
Customer Answer
Date: 01/11/2023
I am rejecting this response because:
First of all there was nothing said by anyone stating I could only go so many miles. I never signed anything stating this plus there is no way there was almost 1k miles on it when 2 of them days it wasn't even driven due to a blizzard and the vehicle ***** in the snow. I gave them all my information regarding my self employment they where informed I didn't have paystubs but I provided my income information taxes for the last 2 years and I offered bank statements it wasn't accepted and that is okay but I had nothing stating that I wouldn't have gotten my down-payment deposit back or I wouldn't have even drove the vehicle off the lot or put money down until it was finalized they with held important information in a very shady manor and I will not settle for there excuse to why I can't have my money back.Initial Complaint
Date:08/17/2022
Type: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 2012 ***** 3 beginning of may and I had undercoating in closing for just under 900 dollars I changed my mind on undercoating and wanted it refunded to me which the bmo ****** bank says thats technically my money kia of duluth said I should receive check in mail in 2 weeks that was end of june I still havent received a refund and they drop communication calls or call backs with me all the time I did not sign anything saying I am forced to get undercoating from them which I will not go to them now how I been treated I paid for a service I do not want and bank overpaidBusiness Response
Date: 08/29/2022
This is not a refundable item. We set appointments to apply the undercoating but he never shows up.Customer Answer
Date: 08/29/2022
I am rejecting this response because:
No where in my paper work this days non refundable and I was told I should have change check for over payment is my next step court?
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