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:04/29/2025

  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.

  I am writing to formally express my deep frustration and disappointment with the service I have received from Scott *** regarding the repair of my vehicle, which was dropped off on Friday, March 28th due to an illuminated check engine light.Following the inspection, I was informed that the issue was the result of rodent damage and advised to initiate a claim with my insurance provider. A claim was promptly opened and an initial estimate was submitted. However, the process quickly became disorganized and inefficient. I was told that Scott *** had submitted additional documentation requesting more labor hours, yet no supplement was ever officially filed. Weeks were lost as I was repeatedly informed that the dealership was awaiting a response on a second estimateonly to later discover that no formal supplement had been initiated. I had to contact my insurance company directly and personally request that the supplement be opened. Once the supplement was in place, Scott *** resubmitted the documentation. However, I was informed by the appraiser that the submitted documents were insufficient to approve the additional work. This resulted in further delays, and I found myself mediating between Scott *** and my insurance companymaking numerous calls to both parties to clarify and resolve issues that should have been handled professionally. As of today, April 29th, no repair work has started on my vehicle. I was recently informed that a wire expert may be brought in, but no definitive timeline has been given.This entire experience has been extremely inconvenient, unprofessional, and exhausting. I have incurred significant out-of-pocket expenses for rental cars and alternative transportation to maintain my work and daily responsibilitiesall due to avoidable miscommunication and delay. At a minimum, I expect the repairs to be expedited moving forward. Additionally, I believe compensation or reimbursement for incurred expenses is warranted.

• Initial Complaint

  Date:02/02/2025

  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.

  Here is a copy of the final repair order requested from *** Corporate with dates stating that the vehicle was at the dealership from 09/11/2024 until 01/19/2025 receiving warranty work which it was originally taken to the dealership for. After ******** claimed there was no fire in the vehicles engine compartment on 11/05/2024 while the dealership told me that the fire damaged multiple wires in the vehicle. In receipt of the vehicle there are still melted wires that were not fixed causing loss of the use of the traction control button, not being able to activate high beams and fog lights, airbags are not active because of various other electrical issues. The dealership deemed the vehicle not safe to be driven because the bumper was off (when the vehicle was dropped off I let them know that I took the bumper off prior to the vehicle being towed in because the tow truck would have torn it off) after having the vehicle for 4 months they allowed my wife to drive off of there lot in a vehicle deemed not safe to drive they offered no extra assistance or checked to make sure that everything was in working order on the vehicle.d needed a vehicle to get us around so before I paid out of pocket for the rental vehicle I spoke with my case manager and expressed to her that the rental vehicle I would eventually obtain was coming from my own pocket. She told me to keep the receipts so I can get reimbursed by ***. The first 3weeks of the vehicle being at the dealer they were calling me and letting me know that they were in fact WORKING ON THE VEHICLE. In that time I contacted my case manager to ask her how much longer did she think they would take with the vehicle because the rental car was becoming expensive. She expressed to me that she was reaching out to the dealer herself but they would ignore her calls and emails. On 11/05/24 I received an email from *** corporate stating that there were no signs of a fire and because of that reason *** could not help me. I spoke with the service department at Scotts and they stated to me that the FIRE had caused damage to my wiring harness and I had to pay out of pocket

  Customer Answer

  Date: 02/24/2025

  Here is a copy of the final repair order requested from *** Corporate with dates stating that the vehicle was at the dealership from 09/11/2024 until 01/19/2025 receiving warranty work which it was originally taken to the dealership for. After ******** claimed there was no fire in the vehicles engine compartment on 11/05/2024 while the dealership told me that the fire damaged multiple wires in the vehicle. In receipt of the vehicle there are still melted wires that were not fixed causing loss of the use of the traction control button, not being able to activate high beams and fog lights, airbags are not active because of various other electrical issues. The dealership deemed the vehicle not safe to be driven because the bumper was off (when the vehicle was dropped off I let them know that I took the bumper off prior to the vehicle being towed in because the tow truck would have torn it off) after having the vehicle for 4 months they allowed my wife to drive off of there lot in a vehicle deemed not safe to drive they offered no extra assistance or checked to make sure that everything was in working order on the vehicle.

• Initial Complaint

  Date:01/16/2025

  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.

  I purchased a 2017 ************ and extended warranty from Scott *** 9/2016. I consistently took my car to Scott *** for every service and every repair. Starting in 2/2023, the service rendered to my vehicle was poor with inaccurate assessments leading me to incur unnecessary expenses. Details are as follows:2/1/2023-2/2/2023 :Car was taking in due to a check engine light that was on. Diagnostic service $179.95. Oil consumption test recommended. Oil replaced- $103.51 paid.6/27/2023 :Returned for 1st oil consumption test- Warranty covered 6/29/2023: Returned because vehicle would not come out of park. Found *** to be shorted internally. This was repaired -$106 paid 10/12/2023: State inspection and oil change, multi point inspection, installed front brake pads- $599.70 paid 12/7/2023-12/28/23: Car making rattling noise. Check engine sign on. Engine with metal shavings throughout. Engine replaced under *** ******** as extended warranty had expired in 9/2023. I was told I was receiving a new engine.2/19/24: Went for oil and filter change and multi point inspection completed- $290.28 1/6/2025-Check engine light returned. ~1 yr from completion of installation of new ********** Diagnosis: Coolant overheat, engine oil overheat- coolant level low-oil mixed with coolant radiator melted-suspect internal engine concern or head gasket concern. Recommend dealer or engine shop for repair. I took the car back to Scott *** for service 1/7/2025. I learned we did not have a new engine and that the refurbished engine with a 1 year warranty had expired. On 1/9/2025 they diagnosed a thermostat issue and said it would cost $629.95. The next day (1/10/2025), I was told that it was the thermostat and the radiator and that the cost would be $1710.44.Scott *** is engaging in fraudulent practices. A faulty engine was installed and is responsible for the latest issues. They refuse to acknowledge this and are insisting I pay a discounted $1400 for repairs.

  Business Response

  Date: 01/22/2025

  In response to the allegations from Mrs. ***** regarding her 2017 *** ******************** ***** has been a good customer of our dealership for many years. We have tried to assist her on many occasions. ***************** was kind enough to install a remanufactured engine on the 2017 Sorento on 12/07/2023 with ******* miles. That being said, the vehicle was out of factory warranty, and our dealership partitioned *** for an engine replacement under goodwill.  ****************** is a good customer at our dealership. *** did replace the engine in the vehicle under goodwill.
  
  Mrs. ***** returned her vehicle to us on 01/08/2025 for an engine concern after driving the vehicle for over ****** miles. Our dealership diagnosed the car as having a clogged radiator and water in the radiator. We explained the condition to the customer, and Mrs. ***** was not willing to have any repairs performed on the vehicle unless we guaranteed that no other engine concerns would happen to her car. If there were, we would be responsible for all repairs. I explained that to Mrs. ****** At that time, she wanted to pick up her car. Scott *** absorbed over ****** dollars in diagnostic fees on the vehicle.
  
  Scott *** is not responsible for any concerns with Mrs. ****** engine, and we hold no responsibility.
  
  Please take a look at the attached documents for prior repairs.
  
   
  
  Fell free to contact me with and questions or concerns.

• Initial Complaint

  Date:12/16/2024

  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.

  The used car was purchased on 1/3/24 for $17,289.00 including taxes and fees. The information with the car stated the car was certified pre-owned and the buyers guide stated a warranty was included. The dealership had me sign a different copy of the buyers guide with the car and claims that is the correct one and the one in the car is incorrect and they dont know how it happened. So there is not warranty, even though **** website says the car is certified pre-owned in my name. The car has a major defect that should be covered under the warranty. The dealership has offered nothing to resolve this matter other than possibly offering me $4,000 trade in for a newer model. Which would be a significant expense for me. If anything I want them to honor the warranty that was advertised with the vehicle and fix the car at their expense.

  Business Response

  Date: 01/10/2025

  I am sorry for the delay in responding to this matter. Ms. ******* signed the correct buyer's guide stating the actual warranty on the vehicle. I had a conversation with the company that prints our window stickers. They used the wrong window sticker, but we corrected it and told her before delivery. She provided the correct buyer's guide, which was disclosed, and she signed before delivery. We always disclose and have customers sign for the warranty on the vehicle. We also have them sign product disclosure forms that state we did offer them extended coverage. I would be happy to look at Ms. ********* car to see whats going on if that helps.
  
   

• Initial Complaint

  Date:12/05/2024

  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 requested a refund for a part that was never installed in the vehicle due to the vehicle being totaled. I was told I can receive a refund due to the part never installed. I was not told the exact amount of the refund and I was not told when the refund will be processed. I have called numerous times and spoke with many representatives on dates November 25, November 26, December 4 and December 5 to get an answer to when the refund will be processed and I received no answer. I have asked when the refund will be processed and I received no response. It is difficulet to get a response from this company and I am worried this company will not refund the money to me. What is the exact amount of the refund I will receive? When can I expect the refund to be processed?

• Initial Complaint

  Date:12/21/2023

  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.

  My used car, which I purchased from Scott Kia ("SK") on 7/8/23, broke down on 12/5/23, and I had it towed the same day to SK for repair under the Vehicle Service Contract ("VSA") I signed and paid for on 7/8/23 in the amount of $1,536. SK has taken a grossly negligent timeframe to get my car repaired and back to me so I can maintain my employment which I desperately need. They simply do not care. Several attempts to reach them failed, and I finally had to drive 21 miles to SK just to speak with someone. They have delayed and delayed and delayed, while I have panicked over my ability to retain my employment without a car. On top of this, they want me to pay $669 for engine repairs which should be covered under the VSA. I should not have to pay anything but the $100 deductible. That is what I was told when I purchased it, and now they are trying to hoodwink me IMO. The way SK has treated me throughout this entire debacle has been extremely difficult, and they simply refuse to "give an inch." I had to argue with them to get a rental while my car is still being worked on, and now that ten days have run out, I am without a car for tomorrow (12/21/23). Supposedly they are going to give me a loaner, but not soon enough. They have dragged their feet without any regard for my financial and employment situation, yet they fully expect my payments to be made on time.

  Business Response

  Date: 01/11/2024

  I reviewed the complaint, and we have already gone above and beyond for this customer. We agreed to pay the additional $600+ that was not covered under his warranty as a goodwill gesture. He is responsible for the $100 deductible under his contract. We will not be providing any other assistance in this matter. 

• Initial Complaint

  Date:11/06/2023

  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.

  [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: 20831691
  
  I am rejecting this response because:

  To be clear, I am more than willing to work with Scott *** with replacing my 2021 Seltos and appreciate the offer.   I proposed this option some time ago with the general manager and received no response.  I would like the name of the person I will be working with - I would prefer the owner or general manager at Scott *** and I would like to know the parameters of this replacement prior to accepting this proposal.  I am available Tuesday and Wednesday of this week after which I will be out of town a bit.  Also can wait until after the Thanksgiving holiday as long as this complaint stays open until such a time an agreement is reached.

  Furthermore in response to the owner's manual - I have read this and it is clear that the dual clutch transmission is a problem.  However, the manual explains that under "harsh conditions" and on steep inclines where the operator is not engaging either the brake or the accelerator, the transmission will overheat.  As I've explained this is not what is happening in my case.  The transmission in my vehicle overheats when I am in traffic - normal traffic after a ******** game or where road construction is going on - not harsh conditions.  And at all times my foot is on the brake until I need to move and I engage the accelerator. Lastly in these situations it is not always possible to pull over or turn off the car.  This is a dangerous situation and is stated as such in the lemon law complaints I referred to in my original submission.  In the same owner's manual, it clearly states that a warning indicates a situation in which harm, serious bodily injury or death could result if the warning is ignored.  I simply want my family and I to be safe in the vehicle at all times.

  Again I thank Scott *** for their response and hope to hear from someone about working through this.  Both the general manager and service manager have my email address and I'm sure my phone number is on file.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/10/2023

  I appreciate you reaching out to me about this customer concern. I have been in contact with ***, and I am receiving the same response that ************** is getting from the manufacturer. I have attached the response from *** in the owner's manual, where it discusses this issue and is considered regular operation. I dont agree that she should have to deal with this issue however, there is no fix for the transmission. I will be more than happy to trade her out of the vehicle and get her into something different so she won't have to deal with this moving forward, but there is not much more I can do. According to ***, even if I put a brand-new transmission in the vehicle it would have the same issue under the same conditions. 

  Customer Answer

  Date: 11/22/2023

  Update to Scott *** *************** On November 17 I received a call from ******************************* who arranged a meeting with me to discuss "getting me out of the Seltos".  On November 20 I met with ******************************* and with ***********************.  I assumed ***** would be prepared and was made aware of the situation at hand.  Apparently that was not the case as at no time did he address the problem with my current Seltos.  He actually was trying to sell me a new Seltos and after a test drive provided an offer as if I was there to simply trade my car in which was NEVER the case.  After I explained that I was not interested in purchasing a new car that I was their because I thought Scott *** was a little bit interested in rectifying this situation.  After explaining this, ***********************, Sales Manager made another offer.  No one is listening.  *********************** then told me I should continue to pursue the situation with *** Customer Cares.  I did research cars that were on the lot at *** prior to the meeting.  My thought was that possibly Scott *** would trade me a very similar car for my car.  There were two that *** have worked.  When I asked about them I was told that Scott *** employees had them out for the day.  Completely unprepared and unconcerned.  I currently have approximately 25 payments of $405.00 on my car and they wanted to sell me a new car with 66 payments.  I turned them down.  They sold me a defective car that they can not fix which is under warrantly and they are unwilling to take any responsibility.  The complaint remains open as Scott ***'s response was not helpful.

  Business Response

  Date: 02/26/2024

  
  I just wanted to let you know that I received your letter with the response from *********************. Unfortunately, we tried to help *************** get a new vehicle but were unable to reach an agreement. It's not feasible to just swap her into another car without financing a different vehicle. I understand her frustration with her current vehicle, but there is nothing we can do besides trade her into another car.  *** again states this is normal operation of the vehicle.

  Thank You,
  
   
  
  *****************************
  
  ******************************************************
  
  General Manager
  
  Scott Kia of Springfield
  
  *************************************;
  
  Springfield, ** 19064
  
  Phone: ************
  
  Fax: ************

• Initial Complaint

  Date:08/14/2023

  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.

  Took my car in bc of the class action lawsuit for faulty engines these people will not answer the phone or return my car they won't tell me Any information about my car. The front desk workers are rude and don't know anything.I missising work and hours bc they don't know how to do their job

  Business Response

  Date: 08/18/2023

  I received your letter regarding **************. After reviewing with our service director, the customer came in with an engine concern. We diagnosed the engine, and the vehicle is not covered under the manufacturers warranty. The customer does have an extended warranty, and we have submitted the claim to that company. We are still waiting for that company to send an adjuster to look at and approve the engine for repair. Unfortunately, we are at the mercy of the aftermarket warranty company and cant move forward until they give us direction. I apologize for the inconvenience. 

• Initial Complaint

  Date:05/13/2023

  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.

  [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,
  
  *********************
  in this complaint.

  Business Response

  Date: 05/25/2023

  After reviewing the customer complaint, there is some confusion. The customer did purchase the vehicle from us here at Kia. However, the lien holder was ******* *** auto finance. If the customer paid off the loan, he should have received the title from the bank. I have a copy of the title, and the car is registered in his name. If he lost the title, he can go to a title agency and apply for a lost title. 

• Initial Complaint

  Date:03/14/2023

  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.

  The service department has taken a major decline. Dropped my car off for an oil change, recalls & a blinking check engine light on 1/30/23. Was told it may take a couple days to find out what’s the cause. A couple days later they called with the cause and said would have to submit paperwork for the warranty company to pay for the repair, several days later ****** called & said someone from the company would have to come and check to verify they would pay for it & I would receive a call soon. Several days passed & no update given. Called multiple times & each time it would ring and go to their voicemail. Once I blocked my number all of a sudden they picked up which was weird. ****** says it was approved and they would order parts to have the timing cover fixed but I would still have to pay almost $1300 for parts the warranty didn’t cover which didn’t make sense. He told me he would call me back before the end of the day which didn’t happen. A week goes by without an update, so I call & they state there is a shipping delay. Got an update stating parts should be in 2/15 & service should be completed by 2/17. 2/17 comes, no call nothing. It’s now 2/22 & still nothing. Apparently the mechanic called in w/ Covid 2/21, 4 days after they said job would be completed. On 2/22 they agreed to give me loaner b/c my partner went up there and started complaining & at this point I’ve spent over $800 in rental cars and still no word on when my car would be ready. On 2/23 ****** called and said my car was ready & lied and said he didn’t realize my car was being fixed as I was picking up the loaner, but when I got there my car was in their lot off to the side. Picked up car 2/24, not even 12 hrs later the light comes back on, apparently now it’s the catalytic converter. On 2/25 ****** stated he would contact the warranty company to get this fixed. 2 weeks passed & no communication. Called 3/14 and was told I’d receive a call back which I have not received yet. I just want my car fixed

  Business Response

  Date: 04/03/2023

  I have reviewed the information in the customers letter. Their vehicle was here for some time due to the complexity of the repair work and the timeliness of diagnostics and submit to the customers warranty company for authorization.    
  
  The customer picked up their vehicle after the engine work was performed. The customer returned to our dealership with a check engine light on. Our diagnostics found that there was a restricted catalytic converter that was damaged with the original engine repair, which was not picked up on the initial engine diagnostics. Our Dealership did replace the catalytic converter at no charge to the customer.
  
  Scott Kia is sorry for any inconvenience this might have caused our customer. We are always working on improving customer communication and the timeliness of our repair process.