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:03/13/2023

  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.

  I purchased a vehicle from capital Kia on January 23, 2023. I had a temp tag issued and traded my vehicle in and took out a loan for the remaining cost. It has now been over 40 days, Kia still has not sent the title to the bank or the memo title to us. We were told today that they never received a copy of the title from whoever initially traded the vehicle in to the dealership. So, basically, Kia has never had the title to the vehicle they were selling. The temp tag is now expired and I am out an absolute loss on what to do at this point.

  Business Response

  Date: 03/21/2023

  We are reimbursing the customer for the temp tag.  We made the payoff from the previous loan in January and unfortunately have not received the lein release letter.  After many promises we now have a fed ex label from audi financial that the lein release was sent and the title will be completed soon.  I have spoken to a member of the household explaining the holdup.  It will be completed.

   

  Thank you for your patience

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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 2017 Kia Sportage on November 9, 2022 at Capital Kia. The vehicle was delivered on to me on December 26, 2022. At the time of sale, interior detailing and cleaning of side view mirrors were promised. However, it was not completed. On December 31, 2022, I took the vehicle to Capital Kia for completion of the interior detailing and removal of sticky debris on the side view mirrors. As a part of the detailing, the car was washed. When the service was completed, I noticed a crack in the left rear bumper that was not there before. I brought it to ********* attention and he said he had to notify the manager. ****** ******* came out, looked at the vehicle, took pictures and said an investigation had to be done. I have called and left messages with ******* and ****** and I haven’t heard anything back yet. I would like the bumper replaced or repaired to new.
  Thank you for your assistance.

  Business Response

  Date: 07/31/2023

  We are very sorry for the frustration we have caused. We did replace the bumper free of charge. Again, we extremely apologize for the inconvenience. This should be able to be closed. 

• Initial Complaint

  Date:12/07/2022

  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.

  At the beginning of November my car stalled on the road so I had to get it towed to a repair shop. Found out that the starter melted and the motor was having problems. The motor was screeching and rattling when I started it, from what the repair shop said, was that it was a problem that older Kia car motors have. So I had to take it to the closest Kia dealership, Capital Kia. It got towed there to be checked. They have not even diagnosed my car to see the actual problem yet and it has been sitting there a month. I'm sure they are aware of what is wrong with it and just care solely on selling cars, rather than taking care of repairs with their customers cars. I had called them 4 times so far and even emailed, nothing. They keep saying they got to get the techs in, but why a month. I hadn't even been provided with help on getting a rental car. If I didn't have a car to borrow, I would not have money or transportation to my job or anywhere. Oh I even got a advertisment in the mail 2 weeks after my car had sat there, to buy a new car from their dealership and trade in my Kia. I don't want a new car, I just want my car repaired and back.

  Business Response

  Date: 12/14/2022

  As I do apologize for the wait we were waiting on an outside inspector to verify the warranty coverage.  After approval we then needed the parts to be shipped to finish the repair.  As of today the vehicle is repaired and back in the customers possession.

   

  Thank you

  Capital Kia

   

• Initial Complaint

  Date:09/15/2022

  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.

  Complaint taken by BBB staff by phone (KH): Consumer's car was broken into by vandals who didn't steal it but destroyed the steering column, making it undrivable. Consumer took the car to the above dealership for repair and they promised it would be ready in 2 weeks. They ended up keeping it 2 mos (May to July), saying there was a hold-up due to parts delivery. Consumer's insurance paid all but $500 deductible. When time was up on his rental car, he had to pay a relative to take him to work at 4 am in the morning b/c buses do not run that early. He paid his sister $40-$50 for transportation. The dealership promised him a $50 gas card for the inconvenience but he never rec'd it. One employee promised to deliver it in person, but that was 3 weeks ago and he has not done so. Also, when the consumer picked up his car, it was full of broken glass and had not been run through the car wash, as promised by the dealership. Now when consumer calls, they put him on hold and don't take his calls.

  Business Response

  Date: 09/19/2022

  please have the customer stop in at their convenience and we will issue card to them.

• Initial Complaint

  Date:09/13/2022

  Type:Product 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 sold my car at the beginning of June and am entitled to a refund for my service warranty as well as my gap coverage. I reached out to both companies and they told me that the dealership I purchased my vehicle from had to initiate the refunds. I called the dealership for nearly two weeks and nobody would respond to my voicemails. I then was able to e-mail the finance manager **** ********** who told me on June 23rd he would take care of it. On June 30th he told me he cancelled the products and my refund could take about 8 weeks. We are nearly 12 weeks later and there has been no update and neither refund checks have been sent to me. I have since then sent six emails and have gotten zero response. my car was a 2019 kia soul.
  Gap addendum - *********
  Service warranty number - ************

  Business Response

  Date: 09/19/2022

  There was still a lien on the vehicle at the time of the cancellation so it was issued to the bank on July 14th.

  Customer Answer

  Date: 09/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18023062
  
  
  
  I am rejecting this response because:  That is not factually accurate. The lein was paid in full the 1st week of June.  Regardless, it's extraordinarily inappropriate and unprofessional to not be receiving any responses from the business addressing my inquiry and concern. Additionally it is now the end of September and I still have not received my refunds. It's been over 3 months since my lein was closed out.
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 09/28/2022

  here is a backup of the check

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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 am entitled to a refund of my gap insurance due to me refinancing my vehicle. I contacted **** ********** at Capital Kia on June14,2022. Mr. ********** emailed to let me know that he submitted my cancellation request on 7/1/2022. After weeks of not receiving my refund, I emailed and went to the dealership to inquire. I was told it takes 5-6 weeks to receive the refund by **** *******. It has now been almost 10 weeks and I still have not received my refund and no one will respond to my emails.

  Business Response

  Date: 09/19/2022

  The cancelation refund has been mailed to the customer

  Customer Answer

  Date: 09/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18014116
  
  
  
  I am rejecting this response because: I would like more detail. When was the check mailed and who is it coming from? I would also like the direct contact information for someone just incase  I don’t receive the refund.
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 09/28/2022

  here is a backup of the check sent sorry for the delay