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:06/20/2025

  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.

  ******** customer traded a vehicle and was not given promises that were part of my agreement. I was given a CERTIFIED PREOWNED VEHICLE with a auto check instead of a free car fax guaranteed by **************** When I asked the General Manager of *** He told me they dont do car fax only car checks done by the dealership. I noticed a star chip in the window and ask about it, and was told its nothing, came back to get an oil change and was told they couldn't fix the star chip its not covered. I took vehicle to get inspected a year later, and they wouldn't pass state inspection saying I needed new brakes, windshield, and tires, all this was just check off for sale a year ago, however during my first oil change I was given a bunch of service items that needed work and I politely told the I just got this car new/used I passed all this stuff already. She came back and was like oh, im sorry your all good! Now I believe it was never all good! This is just not good treatment to a long time customer and I lost all trust in this place especially after the ** tried to tell me I'm making all this up and called me a liar basically. At this point our relationship is not on the best terms And I dont trust they have my best interest as a consumer.

  

  Business Response

  Date: 06/23/2025

  Mr. ******** purchased a 2020 Kia ******** from our dealership on May 20, 2024. He returned to our service department on September 3, 2024, for his first oil change. At that time, he reported noticing a chip in the windshield.
  

  We explained to Mr. ******** that the vehicle was purchased approximately three and a half months prior, and that such damage could have occurred at any point after the sale. Our records showed no indication or prior history of windshield damage at the time of purchase. We also informed him that windshield damage resulting from rock chips or impacts is not covered under either the Certified Pre-Owned (***) warranty or the manufacturers warranty.
  

  Mr. ******** expressed frustration that a new windshield would not be provided at no cost. He contacted us again about a month later with the same concern. We reiterated that impact-related windshield damage is not covered under warranty.
  

  Nearly a year after the original purchase, Mr. ******** returned for a state inspection, during which the vehicle failed due to the original chip having spread. Once again, we explained that damage caused by external impact is not covered by either the manufacturers or the *** warranty.
  

  At this visit, Mr. ******** claimed the damage had existed at the time of purchase, contradicting his earlier statement made at the oil change appointment where he said he had just noticed the chip. He also stated that someone had told him the damage would be covered under warranty. We again clarified that the warranty specifically excludes coverage for rock chips or similar impacts to the glass.
  

  During this visit, Mr. ******** mentioned for the first time that he had not been provided with a Carfax or AutoCheck report at the time of sale. In response, we offered to send him a copy of the AutoCheck report that was reviewed with him during the purchase process. That report includes his signature, confirming he received and acknowledged it. Mr. ******** did not raise that issue again.
  

  Despite multiple explanations, Mr. ******** continues to insist the windshield should be replaced under warranty. While we understand his frustration, our position remains consistent with warranty terms, which exclude coverage for damage caused by external impacts.
  

  We remain committed to transparency and to addressing customer concerns fairly, in accordance with manufacturer and warranty guidelines.

  Sincerely,

  ***** ******, General Manager

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:02/27/2025

  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 a vehicle in 2019 from colonial KIA ************************************************************************** I paid the vechile off august of 2024 and have never received the title for the vechile .I have reached out to the dealer ship on numerous times going over to them as-well as calling them regular. I reached out to the general manager ***** ******, *** ***** Executive Manager and **** ******* CEO of company and still have not gotten the matter resolved. This has gone on long enough i would like my title or a refund immediately . thank you **** slaughetr

  

  Business Response

  Date: 03/07/2025

  We apologize that it has taken so long to acquire Mrs. *********** title.  There was a clerical error in the *** number on the paperwork we sent to ******** where the car was originally titled.  We have corrected the error, and the title should be processed within the next 3-4 weeks. We are working diligently on the problem.    All the paperwork has been sent to both the Missouri and the lien holder to be corrected.  
  
  Thank you,
  ***** ******
  Colonial Kia

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *********
  
  
  
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  My car was towed to ColonIal Kia in April 2024..My car was there for approximately 7 months.I was notified in October 2024 that my vehicle was ready to be picked up.Once I picked up my vehicle is sounded horrible, immediately called back to Colonial Kia about the noise.I was informed my *** that is was the alternator and that if I wanted it fixed I could come back and file another claim and they would repair it.I called my warranty company to notify them of the issue.I was advised to take the vehicle back and that he should have never let me leave with my vehicle in that condition.I was also made aware that *** could have called them and told them the issue instead of giving my vehicle back in that condition.I returned the car and was told, they didnt know when my car would be checked and they didnt have a loaner vehicle.I explained that I could not sat for long periods of time due to injuries sustained in a near fatal accident and I left.Over the next several weeks I have repeatedly called the consumer support and no progress was made. Im told they can not give me Corporates number nor can they give me the information to *** s supervisor.***** from corporate spoke with me and again no progress was made.The car is not safe or reliable.I only drive it to my specialist appointments.I spoke with Crystal this morning on the consumer line and was informed that ***** from corporate closed the case.*** also lied to me about going back and forth with the warranty coming and having them give me a new engine.The warranty company advised me that was not true I was given a remanufactured engine.I requested paperwork with the engine information on it and was told I could not get it.I would like this company held responsible and reliable for their actions on how I was ********** safety and my customer satisfaction meant nothin to them.And to keep having the same conversations with them is very frustrating.I have made calls to whoever will see the seriousness of this matter.

  

  Business Response

  Date: 11/15/2024

  Ms **** had her car towed in due to engine failure with the car not starting. We worked with her aftermarket extended warranty and they finally approved replacement of the engine. After multiple phone conversations with the extended warranty they approved sending a used engine from a junk yard for the customer. My service Manager *** **** got them to finally approve an engine from Kia.  After finishing the engine replacement we noticed there was a noise and we inspected and found the alternator making noise. We tested the alternator and it is charging properly. We released the vehicle to the customer.  We have offered to the customer to have the vehicle dropped off and we would try to have her aftermarket warranty cover the alternator. We have not had a loaner vehicle available for her so she has not left the vehicle.   We are more than willing to submit a warranty claim to her warranty company, however we do not have any service loaners at this time.
  
  
  Thank you,
  ***** ******, General Manager

• Initial Complaint

  Date:04/11/2024

  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've been having an issue with my car that has been ongoing and has not been resolved. I brought in my 2019 Kia ****** on Friday, 3/29/2024 at 12:30 PM due to the steering wheel being crooked and off-centered to the right. I spoke with the Service Advisor, ***********************, regarding the issue. I told him the car had been aligned previously a few times at two different third-party shops and that the steering wheel would just go back to being crooked and off-center after a couple months. He stated that it did not sound like an alignment issue and they would take a look at the car. After about an hour, ***** had mentioned at the car needed to be aligned and the "software" (Assuming Lane keep assist?) would be calibrated. After the alignment, the steering wheel was very crooked to the left and any attempt to center the steering wheel would make the car veer in to the next lane. I took the car back and they rechecked it and stated it was fine. I called the service manager, ***************, and spoke directly to him and explained the situation. He said when he drove the car it was fine and was straight. I took the car back on April 1st, 2024, and did yet another test drive with ***. He stated the car was driving straight and there was no issue. The steering wheel continues to be crooked to the left no matter where I drive. The general manager contacted me on April 3, 2024, and stated he'd speak with the service manager and I've yet to hear back from him. I sent a follow up email and have not gotten a response. I reached out to Kia ********* and they stated they do not have repair technicians to look at the car and the dealerships are independently owned so I would need to sort it out with them.

  

  Business Response

  Date: 04/15/2024

  Hello,
  

  ************** brought his vehicle in with an alignment complaint.  He had taken it to two other shops without the issue being resolved. We performed an alignment as well as a recalibration.  *************** the service manager drove the vehicle and it was within specs. ************* reached out to The General Manager (***********************) on 4/03 at 11:30 am. ************** stated the steering wheel was still not completely straight and he asked for a price to realign the steering wheel.  The General manager called and left a message with the ************** on 04/03 at 3:58 pm. We are willing to offer a refund of $129.95 for the alignment that was performed.  The General Manager called with this information and left a voicemail on 04/12 at 12:33pm.  We have not heard back from ************** as of yet.
  
  Thanks
  ***********************

• Initial Complaint

  Date:12/08/2023

  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.

  The vehicle was damaged on left fender and salesman didnt inform of before purchasing the vehicle, left window makes squeaking noise, also left door hinge was damaged I had 3 days to return or 30 days to exchange and salesman respond was I dont see an issue for you to exchange..I have contacted several times and hasnt had any response .also stated they were going to pay $1,500 but put payment to the price of the vehicle.i would like all of the vehicle issues taken care of at no fee

  

  Business Response

  Date: 12/15/2023

  *************** purchase her car on 11/01/2023.  We received a call from her on 11/07/2023.  During that call she asked if she could have the radio out of her trade in and we granted her request.  A few days later *************** did come into the dealership and said that there was a problem with the door hinge.  We informed *************** to make a service appointment so we can have the issue looked at.  At that time, we informed her that we had a 30-day exchange policy but if the car was financed that the exchange would have to be approved from the bank.  She said she would think it over.  We have not heard from *************** since that day about any of these issues.  If she would like to bring the Durango in so we can have our service department look at it, we are more than willing to do so.  

  Customer Answer

  Date: 01/04/2024

   On December 26^th I called and left a voicemail for ***** in sales. He didn't respond. I called to see if I could bring my vehicle in on Friday. The issue is with my driver's window, right door hinge. I went to Colonial Kia and I asked them to check everything on my vehicle and well of course they didnt, but will fix my lock on drivers door.

  Customer Answer

  Date: 01/05/2024

  I went to colonial Kia they had to order my part for my vehicle..its just sad that so many things were wrong with the vehicle and it wasnt stated the service guy still didnt check my vehicle completely like he should have that day .he came back quick and stated what was wrong with the look.my left window messed up as well, vehicle damaged on left front and wasnt stated on the car fax.Ive learned my ****** about purchasing a used vehicle .i am  a satisfied customer ..thanks have a great day