Complaints

This profile includes complaints for West Hills Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  West Hills Kia

  Bremerton, WA 98312-4390

  
• 

  West Hills Kia

  PO Box 4760 Bremerton, WA 98312

  

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:06/21/2025

  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 went to west hills kia on Sunday June 15th 2025 to purchase a car. A price was agreed upon ********* and I put down a deposit of $1000 and left with the wireing instructions to wire the additinal $33,786.91 for the car. They said I could take the car home if I singed an agreement saying that if they did not receive the wire within 72 hours I would then be locked into financing with them. I did not sign this agreement and said I would be back next Sunday for the car. The wire was sent early Wensday the 18th, that morning money was out of my account. Per the finance manger Hayleys request I sent her a message with the identifying information for the write so she could verify when it arrived. It is now Saturday the 21st and I have now been informed that the accountants have never verified that my $33,000 went to their account, despite receiving two separate requests to do so from employees. And that the accountants will not be back in untill Monday and they may be able to verify it then! The finance manager **** once again tried to push me to sign a financing agreement to take the car home. It is very obvious that they refuse to verify a wire to trap customers into financing. They now have a $33,786.91 of my money that was sent in wire that their accounting team seemingly refuse to very if it has hit their accounts or not. They need to verify the funds and give me the car I have paid for or refund me all of my money the $33,786.91 wire and the $1000 deposit.

  Business Response

  Date: 06/24/2025

  RE: 23501442 Crystal Thorne
  
  West Hills Kia has a policy for when a customer purchases a
  vehicle that we must have a check, cash, or a finance contract in order to
  release a vehicle to a customer.
  This is clearly communicated when we work out the purchase
  with a customer.
  
  When a customer wants to wire funds, we give them the proper
  information on a wire transfer form so that they can initiate the transfer.
  Once confirmed, it usually takes a couple of days to confirm
  the funds have reached our account. Our accounting office is not open on the
  weekends.
  The customer initiated funds on Wednesday on 6/18
  
  They were not cleared on 6/19, Unfortunately we were unable
  to verify the funds clearing our account on Friday 6/20.
  In an effort to still proceed and help the customer to get
  their vehicle, our managers reached out to our accounting managers outside of
  their work hours on Saturday 6/21.
  Our finance managers again offered if she wanted to pick up
  the vehicle right then, that we could do a finance contract which would be paid
  off when the funds cleared. This is offered solely  to satisfy the
  customer who wanted to take their new vehicle home. The customer declined.
  After  few hours,  the managers were able to reach
  someone from accounting  with access to the accounts on their off hours,
   and they  were able to verify that the funds were now clear.
  We let the customer know and they came and completed the
  transaction on Sunday 6/23, and picked up their vehicle.
  
  We believe that everything has been resolved 

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23501442, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Crystal Thorne

• Initial Complaint

  Date:08/17/2022

  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 had taken my vehicle in to trade it for another car. I tried working Friday Aug 5th and Saturday Aug 6th 2022 with sales to make something work and just didn't. I asked to have my car back from service department because initially it was having a starting issue and I asked for a service report of the issue with my car so it can be taken care of. I was told my battery was at a very low level and to replace it.Saturday Aug 6th in the afternoon I went to replace the car battery at ******************* in *********. Once the new battery was installed, my car failed to start. They tested my old battery and gave me the specs for and it measured absolutely fine. Due to my car not starting that left me stuck with a non running car and my child and I stuck there. I called West Hills Kia to speak with the ** or highest manager available that day. I requested that *** be responsible to tow my car since they falsely reported a "non-issue" and caused me hardship. I never once received a call from the service manager, the ** or anyone to help resolve my issues. I request that the cost of the tow be reimbursed to me. The total is $237.86, which I paid to Kitsap Towing.I also have sent an email to the General Manager of West Hills Kia and have had zero response. Extremely disappointed in the treatment from them regarding this, as recently over the last couple months of April-July 2022 I've spent close to ***** with service at Kia.Including pic of service report, ******************* report, charge on my account for towing, and screenshot of email sent to the **.

  Business Response

  Date: 08/29/2022

  We have resolved the issue with the customer.

  It took longer than normal because the person who was being contacted was on vacation out of state and did not receive the communications until returning to work.

  Due to the customer being stuck with a non starting vehicle, out of goodwill we refunded the tow Bill amount.  She came and collected the check on Thursday 8/25/2022.  

  Customer Answer

  Date: 08/29/2022

   
  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. I was contacted by the business and it was resolved with courtesy as requested and was refunded
  
  Sincerely,
  
  Chanelle Love