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:01/22/2025

  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.

  My car was part of a class action settlement for a stalled engine My car has been in the shop for 2 months. I finally received approval for a new engine and was told It would take up to an additional 3 weeks for my car to be fixed. I now have the financial burden of paying for insurance on 2 vehicles and the out-of-pocket cost of paying for a rental.

  

  Business Response

  Date: 01/23/2025

  Hello how are you,

   

  We are looking into this IMMEDIATELY and will be in touch with you - thank you

   

  Allentown KIA mangement

  Customer Answer

  Date: 01/24/2025

   The case advisor has reached out to me and stated he could get a loaner vehicle to me as of 1.27.25.  He stated that my repair would be completed in 2-3 weeks and that my battery was also low on my car. It was replaced a year and a half ago . The battery is low because my vehicle has not been moved .  It was also recommended  that I get a new hose and belt. I rejected this service and stated my mechanic would look at my vehicle when its returned.  I would like to keep my case open to ensure the repair continues to stay on the given timeline. 
  

  

  Business Response

  Date: 01/27/2025

  
  
  January 24, 2025
  
  BBB Serving ******************* and ********************
  Attn.: ******* *****
  ****************************************************************************************
  
  RE:Complaint ID ********; ***** ******
  Dear ******* *****,
  We appreciate the opportunity to address the concerns raised by our customer regarding the timeline for her vehicles engine replacement. We value our customers and strive to provide the best service possible, while adhering to manufacturer warranty policies and procedures.
  The delay in completing the engine replacement was due to the process required by **** warranty program, which includes collecting specific documentation from customers, conducting vehicle inspections, and awaiting manufacturer approval. Unfortunately, these steps are mandated by *** and are outside of our direct control.
  We are pleased to inform you that warranty approval was granted on Tuesday, January 21, 2025. We promptly left the customer a message to inform her of this update and have since prioritized expediting the repair. Our team is committed to completing the engine replacement as quickly as possible, and we will continue to keep the customer informed throughout the process.
  Regarding the cost of a rental vehicle and insurance for two vehicles, we understand the inconvenience this may have caused. While **** warranty does not typically cover rental costs prior to authorization of repair, we empathize with the customers situation and are happy to assist in providing additional documentation to facilitate any potential reimbursement she may wish to pursue through *** directly.
  We deeply regret any frustration or inconvenience caused by this process and remain committed to resolving this matter to the customers satisfaction.
  Thank you for bringing this matter to our attention. Please let us know if any further information is required.
  Sincerely,
  
  **** ******
  Director of Operations

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:10/25/2024

  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 had my *** towed to this dealer and have a case opened with Kia *** on September 6th 2024, ******* informed me they emailed the dealer twice and have not received a reply my car is under the warranty in the class action settlement regarding ksds my car already had this update my engine is seized . It has been a tremendous burden not having a car; my husband has stage 4 copd and has catheters in his gallbladder that need to be removed soon I also have 3 children that need to go to the dentist please help me with this situation

  

  Business Response

  Date: 10/28/2024

  October 28,2024
  
  BBB Serving ******************* and ********************
  ********************
  *******************-5789
  
  RE: Complaint ID ********; ***** ******
  
  Dear ******* *****:
  Thank you for contacting us regarding the above customers issue. We have been in contact with the customer as recently as today and are working to expedite the diagnosis process. The vehicle will be the next to be diagnosed and we hope to have the information submitted to ********** America within the next 24 hours. Typically once this occurs, we receive a warranty decision within 48 to 72 hours although each situation may vary. ****************** may require additional information from either us the dealer  and/or the customer, should that occur we will update the customer.
  We apologize for any delay as we are working as swiftly as we can with the workload that is present. We will continue to communicate with the customer and hope to have direction by the end of this or early next week. I will update this case with your organization as well.
  Please contact me with any questions.
  
  Sincerely,
  
  **** ******
  Director of Operations

• Initial Complaint

  Date:09/19/2024

  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 4/18/2024 *** k5 but the payments were so high I went to refinance so my payments weren't so high the couldn't do it so try to exchange it and what they did they put me in another car knowing that I had one I told the sales man that I can't afford it they did not care they just wanted me to leave the 2 car on the street and that was so wrong but he insisted I told them how am I going to pay both loans so I wanted to return that second car they said no we can do that so I was in tears and begging them but it didn't happen I don't understand why they did that to me I was a lone actually they have had complaints about there services

  

  Business Response

  Date: 09/20/2024

  
  
  Sep 19, 2024
  BBB serving ******************* and ********************
  ********************
  *******************************************
  
  Subject: Response to Complaint from ***** ******; Complaint ID ********
  Dear ******* *****,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by ***** ****** on her most recent purchase. 
  Upon arrival, Ms. ****** explained to us that she wished to purchase another vehicle as her current vehicle payments were too high and she had made arrangements for her brother to take over those payments. Our Product Specialist found a vehicle that met her needs and payment requirements and upon departure ********* called her brother to have him pick up the other vehicle. According to our records, at no time did Ms. ****** discuss trading her current vehicle nor was it appraised, if she had done so we would have given her a myriad of options. Additionally, if she had inquired about refinancing we would have informed her at that time that we do not refinance vehicles but we would have taken the time to direct her to financial sources who may do so. 
  We strive to ensure that every customer feels fully informed and comfortable with their purchase decisions. While we make every effort to assist our customers in finding the best solution for their needs, it seems as though Ms. ****** came in with one which, at the time, worked best for her. Unfortunately, something must have changed between the agreement between herself and her brother. 
  Thank you for allowing us the opportunity to address these concerns.
  
  Sincerely,
  
  
  **** ******
  Director of Operations

• Initial Complaint

  Date:06/25/2024

  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.

  I just closed the purchase of a 2022 Kia ***** at Allentown Kia on Friday, June 21, 2024. Upon receiving the car for delivery in the parking/getting ready to drive the car off the lot to take home, I saw a red/maroon scuff at the bottom of the passenger door, on the drivers side of the car. The salesman ******* took the car back to the detailing area within the dealership to have the color scuff removed. The car came back shortly after with the scuff remaining. I asked him to take it back a second time; it came back with the scuff gone. I then took the car home. Upon getting out of the car at my house, standing at the correct angle with the sun shining in the drivers side of the car, I could now see a wave at the bottom of the door adjacent to where the color scuff was that was not previously present. It appears to me, whoever worked the color scuff out leaned in with pressure and pushed the door in; theres now a wave/ripple in the door. I informed salesman *******. I was just told by ******* over a phone call today, 6/25/24(and he laughed while he spoke to me), that I could try and persuade the sales manager to help me, but that the sales managers position was that the issue could have been in the door already(which it wasnt; it was only there after the color scuff was dealt with). I have further text exchange to substantiate the salesman Terrells position, I definitely dont recall seeing that when I texted a photo. I asked ******* to please send me his last name; that I was intending to escalate this to BBB. I can see, ******* read my text today at 12:52PM EST requesting his last name for documentation in pursuit of resolving this, but he did not respond to my request for last message. I also stated, Im sorry to hear this is the position of the dealership to rectify this; also that I was hoping for amicable resolution.

  Customer Answer

  Date: 06/27/2024

  I was contacted by salesman ******* yesterday 6/26/24 and was told - ******* has arranged for the dents to be taken care of by:
  

  Dent Tech
  **************                             Emmaus, PA  18049

  I have a 9am appointment with Dent Tech scheduled for tomorrow, 6/28/24. ******* confirmed this appointment time with me;  I have yet to speak directly with anyone at/from Dent Tech.

  I was told yesterday 6/26/24 by ***********************, he(*******)would be taking care of all cost expense on my behalf with Dent Tech, to resolve the issue;  that I would not personally be responsible for any expense cost for this.

  I will come back to this BBB site tomorrow when Im home from Dent Tech to report to you the outcome of my scheduled visit tomorrow 6/28/24 9am.

   

  Thank you,

  *********;

  

  Business Response

  Date: 06/28/2024

  
  
  June 28,2024 
  
  
  BBB serving ******************* and ********************
  **********************************************************************************-5789
  
  Subject: Response to Complaint from *********************; Complaint ID ********
  Dear *************************,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by ********************* and his purchase of a 2022 **************. 
  I am not sure where the miscommunication occurred however we do have a note in our system and we are prepared to address ****************** concern. According to our notes **************** is due to return to pick up an order of WeatherTech Floor liners and a trunk/cargo liner which should arrive on or around July 2nd. 
  What was communicated to our customer was the issue would be reviewed and addressed at that time. At the time of this letter, ***********************, General Sales Manager, was attempting to reach out to ****************. Moving forward, **************** can reach out to *********************** for clarification or see him in person at the dealership so he can assist further.
  Please contact either of us with any additional questions.
  
  
  
  Sincerely,
  *********************
  *********************
  Director of Operations

  Customer Answer

  Date: 06/29/2024

  At the direction of ***********************, I took the 2022 KIA ***** I purchased yesterday 6/28/24 to dent removal specialist in ******, **.  Dent technician *** worked on my for for between 1.5 and 2 hours.  I felt *** did his best to resolve issues.  My door now is not perfect, but the majority of the issues were resolved(*** could not completely resolve dent issues).

  I communicated with ******* after the fact, service was completed by specialist ***.  I also let ******* knowmy intention is to keep this BBB case open until I receive everything promised to me in the deal for this car(WeatherTech floor and trunk mats, and the installation of an auto-start feature for the car).  Im attaching screen shots of the messaging Im referencing. 
  

  For BBB employees - please keep this case active and open until I receive what was promised to me by the dealership in the purchase of this car.  Once I receive what was promised to me, I will notify BBB and request this case be closed.

  Thank you for your assistance,
  ****

  Customer Answer

  Date: 07/02/2024

  WeatherTech floor mats were delivered to me from Allentown Kia today, 7/2/24.  Auto-start feature for my newly purchased 2022 ************** was installed yesterday, 7/1/24.

  With me now having received add-ons promised by Allentown Kia per car sale/deal, I am formally requesting this BBB investigation be closed.

  Thank you,

  ****

   

   

• Initial Complaint

  Date:05/23/2024

  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 April 6, 2024, *********************** sold me a 2017 Kia ******** It had a yellow "not ready for sale" sticker on it. The car had not been checked or cleaned, therefore I couldn't test drive it and *** did not provide me the opportunity to drive another ******** *** told me that is would be a few days till the car would be ready. Before I signed the paperwork I asked ***, "what happens if there are issues with the car?" He clearly stated, that "I would not have to take the car." I repeated back to him so I understood that "if there were issues I would not have to keep the car" and he said, "yes." I picked the car up on April 9th, drove 1 mile down the road to discover that the trunk did not function properly and would not open. I drove back to the dealership for *** to set up an appointment to have it fixed. It was set for two days later since he was off. Once I drove the car, I realized I didn't like it due to the blind spots. There was also a 2" crack in the windshield. I told *** right away. Upon further inspection of the car, the exterior and interior of the vehicle were not up to my standards as well. April 10th I told *** that I didn't want the vehicle. I also contacted ***************** the General Sales Manager with my concerns. I got no response from him. April 11th, I took the car to the dealership for service. I told ******** didn't want the car. He lied and said he never stated that I didn't have to keep it, but instead said if there was an issue they would fix it. The best he could do was get me another car. No effort was made and he avoided me while I waited. I told him sell me my car back which he said they couldn't do. I asked for a bumper to bumper warranty and the dealership stated the best they would do was give it to me at cost $2700. The car was to be delivered on April 18th instead I had to go pick it up. Dealership offered to make the first month payment for my inconvenience. They failed to do that I reached out regarding this and got no response.

  

  Business Response

  Date: 06/11/2024

   

  June 10,2024 
  
  BBB serving ******************* and ********************
  **********************************************************************************-5789
  
  Subject: Response to Complaint from ********************************* Complaint ID ********
  Dear *************************,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by ********************************* and her purchase of a 2017 *********** from our dealership.
  Customer's Concerns:
  1. Sale and Condition of Vehicle:
     - The vehicle had just been brought in and was awaiting our recondition process - this was communicated with the customer who understood and was aware she could not take delivery until it went through our 165 point inspection.
     - Customer was informed that it would take a few days for the car to be ready for delivery.
     - ******** stated she was assured she could return the car if there were issues.
  2. Issues with the Vehicle:
     - The trunk did not function properly upon pickup.
     - Discovered a 2" crack in the windshield.
     - The customer did not like the vehicle due to blind spots and overall condition.
  3. Communication and Resolution Attempts:
     - Customer communicated her concerns to *********************** and General Sales Manager *****************.
     - Customer requested to return the vehicle and sought additional resolution, including a bumper-to-bumper warranty.
     - Customer was offered the warranty at cost and a first-month payment as compensation, but claims it was not provided promptly.
  
  
  
  
  Our Response and Actions Taken:
  1. Condition of the Vehicle:
     - The vehicle was indeed not ready for sale at the time of initial viewing and needed preparation, which was communicated to the customer verbally and visually. 
     - The trunk issue was addressed promptly, and parts were ordered to fix the malfunction, which took a few days.
  2. Windshield Crack:
     - The crack in the windshield was assessed, and although it could have passed Pennsylvania State Inspection after a repair, we decided to replace the windshield for customer satisfaction.
  3. Customer Communication:
     - We have maintained communication throughout the process. The vehicle was fully serviced on April 9, 2024, and the tailgate replacement parts were installed on April 17, 2024.
     - We provided a loaner vehicle to the customer during this time to minimize inconvenience.
  4. Resolution and Compensation:
     - We offered to make the first-month payment as compensation for the inconvenience.
     - The check for the first-month payment was issued on May 28, 2024, and cashed by the customer on June 3, 2024, indicating acceptance of our resolution.
     - The customers trade-in vehicle has been paid off, and the registration for her new vehicle has been issued.
  We believe that we have taken appropriate steps to address and resolve the customer's concerns. We have gone above and beyond to ensure her satisfaction, including replacing the windshield and providing a loaner vehicle. The acceptance and cashing of the compensation check suggest the customer was satisfied with the resolution provided.
  We regret any inconvenience caused and remain committed to providing exceptional service to all our customers. 
  Thank you for your attention to this matter.
  Sincerely,
  
  
  *********************
  Director of Operations
  Allentown Kia  
  **********************************
  

  
  

• Initial Complaint

  Date:10/06/2023

  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 a 2023 Kia ********* at Allentown Kia in January of 2023. The service department has been insufferable to work with. During the recent colder temperatures, I noticed a change in my rear windshield and rear driver side window. I am not able to see clearly out of either. I have cleaned the windows multiple times but the issue persists. I reached out to the dealership who is refusing to make an appointment for inspection and repair until they "see another *********" with this issue. I explained to them that this issue is preventing from safely driving the vehicle as I cannot see clearly out of the back windshield and rear driver side window. They continue to make excuses instead of taking ownership of the issue and repairing/replacing the affected glass.

  

  Business Response

  Date: 10/20/2023

  
  October 20, 2023
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  Attn.: ******* *****
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; *************************
  
  Dear *************************,
                 Please be advised that after a short process required by the manufacturer, we were able to obtain authorization to replace the customer’s glass referenced in this complaint. However, when we contacted the customer, the customer responded “Too little, too late. I am no longer a Kia customer, especially Allentown Kia.” I am attaching a copy of the email correspondence between myself and the customer.

                  Unfortunately, when it comes to warranty claims, we must comply and follow processes set forth my Kia Motors America and these processes can take time. We try to minimize the inconveniences to the customer as best we can. Should the customer want to proceed with her glass replacement, please have her contact me directly as soon as possible as these claims are time sensitive.
  

  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 10/23/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because: on September 29th I was told that other ********** in Allentown Kia's inventory would need to be looked at to see if they also have this anomaly.  On October 6th, I was told they still do not have any ********** on their lot to look at this anomaly.  However, driving by their dealership and looking at their ********- they had no less than a dozen ********** in their lot.  I pointed this out Allentown Kia who then decided since they were called out on their lie, to proceed with working on a resolution.  They do not care about their customer's safety which is why I decided to get rid of my ********* since they were taking too long to do anything about the window anomaly.  The vehicle was dangerous to drive if you cannot clearly see out the windows but Allentown Kia does not care about safety, only their bottom dollar matters to them. 

  Regards,
  
  *************************

  

  Business Response

  Date: 12/02/2023

  December 2, 2023
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  Attn.: ******* *****
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; *************************
  
  Dear *************************,
  

                    Please be advised that we worked within Kia Motors America’s parameters to have this claim approved. Not only did we have to compare multiple ********* models to confirm this was not a characteristic of the glass itself, we were also required to submit photos to the manufacturer in the sun to mimic the customer’s photos. Once submitted there is a turnaround time and further communication or instructions from the manufacturer and this process does take time.

                  The customer emailed us on September 27th 2023 regarding the concern and we had approval eight business days later. On Friday October 6th the customer brought up safety concerns and the next business day, Monday October 9th I notified the customer that we had approval from Kia to replace the glass in her *********.
  

                  Allentown Kia does care about our customers however we do not manufacture or set the warranty guidelines and must operate within the guidelines set forth by Kia Motors America. I feel as though we did everything that we could within the parameters set forth. Once we notified the customer the claim was approved, she then notified us that she no longer owns the vehicle so at this time we are unsure what we are to do with this complaint. Should the customer want to open a case with Kia Motors America, their customer service number is ###-###-####. 
  
  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 12/04/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Never did Kia Allentown communicate any turnaround times to me regarding this issue.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/06/2023

  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.

  I took my vehicle for a service appointment for a flashing check engine light on August 30, 2023. It is now October 6 and to date, I have not been told what is wrong with my vehicle. When I called on September 1, I was told my vehicle had not even had a diagnostic run on it yet and I asked why since my appointment was on the 30th at 9 am and the response was " I don't know". I have called several times and each time I am given the run around or no response to repeated voice messages and text messages. The only time ******* actually called me was to ask me if they could remove my oil pan because that is what Kia told them and he needed my permission, which I gave. That was 3 weeks ago and when I called last week and spoke to *******, he told me they still hadn't even taken my oil pan off and he hoped to get to it this week. I called yesterday and was told to follow up with them next week for status. It is not my job to follow up with them. They should be contacting me and keeping me in the loop. I asked to speak to the head manager of the business and was told they would give him my contact info and he would give me a call, to which I am still waiting to be contacted. I have expressed my concerns with anyone that answers the phone but I feel that my concerns are falling on deaf ears. This is the worst customer experience that I have had with this company. I even asked ******* to keep me in the loop about what is going on with my vehicle and unless I call, I don't hear from *******. The last time my check engine light was flashing, I had my car back the same day so not understanding why it's taken over more than a month for this same issue. I'm sure if the shoe was on the other foot, ******* would feel the same way. Top it all off, I wasn't even offered a loaner vehicle for my inconvenience as it is suggested via the recording that plays while on hold.

  

  Business Response

  Date: 10/23/2023

  October 23, 2023 
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  50 West North Street
  Bethlehem, PA 18018-5789
  
  RE: Complaint ID ********; **************************************
  
  Dear *************************,
  

  I wanted to provide a status on the above referenced customer complaint. As most customers are aware when purchased from new, Kia vehicles are covered by a 10 year 100,000 mile powertrain warranty, whichever comes first. 
  

  While this vehicle is covered by an extended engine warranty by Kia Motors America, the above vehicle was brought in with 101,055 miles on the odometer which requires us to adhere to certain requirements by the manufacturer. These requirements can sometimes be outside what the normal warranty requirements would be. These additional requirements can often add additional time and delays which we understand can add frustration to these situations. 
  

  Our dedicated team at Allentown Kia has been diligently following the guidelines provided by Kia Motors America for the extended engine warranty. We want to assure you that we are doing everything in our power to facilitate this process on the customers behalf.
  

  We understand the inconvenience that this situation may cause, and we appreciate the customers patience and understanding throughout this process. Rest assured, we have been doing our best to keep the customer informed of the status at every step of the way to ensure transparency and keep the customer updated on the progress of the warranty claim.
  Please know that customer satisfaction is of utmost importance to us, and we are committed to resolving this matter as efficiently as possible. We will continue to work closely with Kia Motors America to expedite the extended engine warranty process and get the Kia **** back on the road. We expect to have the answers and/or approvals we need by the end of the day on Tuesday October 24th, 2023.
  

  If you have any questions or concerns during this time, please do not hesitate to reach out to myself or our customer service team at Allentown Kia. We are here to assist you and provide any additional information you may require.
  

  Sincerely,
  
  *********************
  Director of Operations
  
  cc: file

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  Date:07/24/2023

  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.

  When the vehicle was purchased we had also purchased the extended warranty, the original warrenty had covered the vehicle up to 60,000 miles. I was told by the sales man that the extended warranty would cover an additional 60,000 miles. My vehicle is at 105,600 highway miles, so when my engine had stopped working I had contacted the dealership for them to take care of the engine issue. The repair person is now telling me that my extended warranty was only coverage to 100,000 miles, although if I would have 103,000 miles on the vehicle then they would change the engine. After spending approximately $37,000 for a brand new vehicle, and properly maintaining the vehicle with oil changes, etc. I think that the Kia dealership should stand behind their product. I have also seen that there are continuous complaints and problems with this particular engine. But because Kia has not done a recall on this engine they do not think that they should be held accountable for the "manufacturer defect" as was told to me by their service manager.

  

  Business Response

  Date: 08/16/2023

  Hello ***************** I am the owner of the dealership - I am going to personally reach out to KIA to see if they would be willing to good-will this for you, Give me some time and I will be in touch,

  Kind regards,

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

  

  Business Response

  Date: 08/16/2023

  Hello - This vehicle was sold to you prior to us purchasing the dealership in 2015 - ******** KIA sold it - therefore leaving us a bad BBB is not really fair - In the future we suggest you do all of your kia maintenance with a certified kia dealership/shop - and not independent - their oil changes and maintenance may be cheaper but it's because their technicians are not trained and certified to work on KIA's and they do not have all of the updated tools and equipment that is needed to ensure your vehicle performs at the highest level. **** ****** one of my directors will be reaching out to try to resolve this in some way but there are no guarantees and we really would appreciate if you removed this until then. thank you

  Allentown KIA Management

• Initial Complaint

  Date:06/30/2023

  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.

  2/28/23 had our car towed to dealership gave permission to run a diagnostic test after informing them we had the fuel pump replaced twice 12/29/2022 and 2/11/2023 at a different shop. Kia refused to look at the car until 3/16 and was not willing to give me a loaner car until 3/8 when I called flipping out that this was not ok then they magically had a loaner for me to pick up right away. 3/9 ******* from Kia called stating it was the fuel pump and the total to fix was $1,497.35 the car would be done first week of April at that time he was informed I wanted the old fuel pump so I could get a refund from previous shop as this is my third fuel pump in 3 months. 5/19 I get the call the car is ready for pick up and after expressing multiple times I wanted the old fuel pump back as this was our third one in 3 months so we could get a refund from the previous shop ******* informed me the fuel pump was there but when I went to pick up the car I was informed they threw out our old pump and gave me a handwritten note stating I would get a check for $300 to refund my old fuel pump. 5/19 I drive the car home then when I went to leave 30 minutes after arriving the car wouldn't start again 5/20 call kia they tow car back to their shop 5/22 ******* calls confused why is the car here states it is running fine but they know there is a problem so they just want to keep the car until they can figure it out. 6/21 ******* calls and informs me they sent my car without my knowledge to ***** dealership states it's the fuel pump wiring harness that needs to be replaced and the cost would be $1,278 for parts, towing, and diagnostics. 6/22 manager *** ***** said he would cut the bill in half, I did not agree to this and stated I would not pay anything. After speaking with ***** technicians on 6/27, they stated fuel pump was not bad and that was a misdiagnosis after they sent the vehicle to ***** without my consent of being fixed. Kia has refused to refund any money for loss part and new pump

  

  Business Response

  Date: 07/05/2023

  We are currently in process of working through this with customer.

   

  Customer Answer

  Date: 07/13/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I still had to pay $447.32 after Kia misdiagnosed my vehicle then towed it to another dealer who diagnosed the issue within twenty minutes. After speaking with the tech from ***** they said that part should have been replaced from the beginning when the fuel pump was replaced( which is actually stated on a ******* video as well if you search fuel pump wire harness it states it should be replaced when fuel pump is ).I was charged for yet another tow and an error that Kia should have caught the first time when they diagnosed the vehicle in March and when  the fuel pump was replaced back in May by them. After months of communicating with **** the owner of the company with us being very respectful and asking how to resolve the issue as well as possibly  trading in the vehicle and showing him the two we were interested in he then blocked us on messenger after we asked him to call us personally after our vehicle was sent to ***** and told us we had to pay another bill he then had his sales managers handle the situation. I received my car back July 5th with an expired inspection from February and overdue oil change . Even though *** ***** sales manager promised they would inspect the vehicle. The vehicle was not ready for inspection when we took it to get inspected on 7/6 it failed due to the EGR valve was bad. So again I had to pay $150 for that to be fixed and inspection . Kia messed up and should be responsible for the whole bill since they misdiagnose the car from the beginning I should not be responsible for the half and want a refund of $447.32 as well as a refund from the labor we paid from the pump they threw out in the amount of $800.

  Regards,
  
  *************************

  

  Business Response

  Date: 09/21/2023

  September 20, 2023 
  

  To whom it may concern: 
  

  We worked with the above referenced customer on multiple occasions and the customer agreed on the reduced amount of $447.32 which was reduced from $1407.92. Please keep in mind that during the time the car was in for repairs, the customer had use of a loaner vehicle free of charge from Allentown Kia. The vehicle in question is 2016 ***** ******* with approximately 133,000 miles that is out of manufactures warranty and was not covered by a service contract. This loaner saved the customer from having to rent a vehicle from a rental agency which would easily cost an estimated $35-50 per day plus taxes and fees. Loaner vehicles are not promised or provided as part of any repair but was done so to help the customer in this case. 
  

  We believed, and the customer agreed at the time that the reduced amount that the customer paid and the use of the loaner vehicle were fair for both parties. We dispute the customer is entitled to any additional discounts or refunds as the customer previously agreed and paid the reduced amount of $447.32 and also received additional benefits such as a loaner vehicle free of charge during repairs. 
  

  When we work with customers who may have an issue we do not discount or refund anything until we reach an amicable resolution for both parties. We would have never discounted the customers repair without the customer agreeing they were satisfied with the terms of the resolution in the first place. 
  

  Sincerely, 
  Director of Operations 

• Initial Complaint

  Date:06/26/2023

  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.

  I purchased an extended warranty for the 2018 **** ******* I bought from Allentown Kia on 3/15/23. The vehicle was totaled in an accident on 3/28/23. After the vehicle was totaled I reached out to the warranty company ************ on 4/7/23. They emailed me over a form to fill out and send to the dealership as I was entitled to a full refund for the extended warranty.That same day, 4/7/23, I called Allentown Kia and was instructed by ************************* to email him the form and he would submit it to ************. From there once he got the refund check from ************ the dealership would then mail me a check. After sending ***** the form he did not reply until 6/2/23. In this reply he sent me a letter he received from the finance company, ************ dated 4/5/23 stating they wanted the refund to go directly to them and they would then mail the balance to me. This caused major frustration on my end as the letter was sent to Allentown Kia 2 months earlier and they never bothered to relay this to me. I called *********** and they informed me the dealership could call them directly and let them know that they would issue my refund directly to me. I relayed this information over to ***** via email on 6/2/23. Allentown Kia never called *********** On 6/6/23 ***** responded to my email stating he had not heard anything from his team on whether or not they already mailed the check to *********** or not.After that email from ***** on 6/6/23, I sent him an email on 6/6, 6/19, and 6/23 asking for an update. He finally responded on 6/26/23 saying the contract was canceled on 3/28/23 and he could not go against the instructions of the finance company mailed to them on 4/5 to refund me directly. I called *********** today 6/26/23 and they have not received any refund check from Allentown Kia. I followed up with ***** via email asking when the refund check was mailed and he has not responded.

  

  Business Response

  Date: 06/29/2023

  Hello

  Warranty refunds generally take 90-120 days to process - this refund has been sent out to be processed so at this point it's a matter of time. We have initiated it on our end and we will follow up to ensure it comes asap. thank you!

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

  Owner

  Allentown KIA