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:02/10/2024

  Type:Order 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 wife and I purchased a brand new Kia ******* PHEV 2023 on December 29, 2023. We paid in cash. Only after purchasing the vehicle did the dealership tell us that they had lost one of the two keys to the vehicle. We were very frustrated to learn this. They promised us they would send us the key (I have attached the written contract from the dealership stating they owe us a key), but they have yet to send us the key. I have had numerous written exchanges with the dealership in which they have assured me that the key was sent, but nothing has arrived (screengrabs of our conversations attached) . And for what it is worth, I work from home every day and get the mail as soon as it arrives - no key has arrived. More over, when the dealership sent us the license plates (earlier this week) we received notifications from ***** about the shipping and the plates arrived without issue. I am reaching out to the BBB in the hopes they can pressure the dealership to send us a key.

  Business Response

  Date: 02/13/2024

  Good Morning,

  In contact with the customer to resolve the issue. We have the second key ready we will schedule to program the key for the customer. 

  Customer Answer

  Date: 02/15/2024

   
  Better Business Bureau:
  
  The business I reported in complaint ID ******** has resolved the issue by getting me the second key they owed me. I am prepared to close the dispute.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  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.

  In April of 2023 Car Pros *** of Tacoma was offering trade deals, so my husband and I went in to get our truck evaluated to see how much we could trade it in for. We were very clear that we were just looking to get a trade value done and were not interested in getting a new car today. We did look at a couple car as we had time while we were there. BUT MADE IT CLEAR WE WERE BO INTERESTED IN BUYING FOR A FEW MONTHS!! The sales man that took over giving us a trade quote was named ******. He took FOREVER! He finally came back over to the desk and was on a personal call on his cell phone. He had us sign something to get the trade value done. Without knowing we signed for him to pull our credit. Since when do you need to know someones credit to value a trade?! He was suppose to email over the trade offer as we had to go, since we were sitting there for well over the allotted time that we had. And I never received it. I have reached out multiple times and talked to various people about getting the credit inquiry removed form both mine and my husbands reports. The dealership keeps stating that they cant do it, but when I discussed what happened with the credit bureaus they stated that the dealership needs to send a letter to all of them. No one is returning calls, and all managers are conveniently unavailable every time I call.

  Business Response

  Date: 02/08/2024

  we have spoke to the customer and we have addressed customers concerns and this matter has been resolved.

• 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.

  Recently bought a **** Kia ***** and traded in my old Kia ***** however, as stated by Washington law, dealerships are supposed to pay off our loans in 2 days after trade in happened. Its been 11 days! And nothing! Called it the general manager ****, he himself told me that the check has been sent our financing company and it should arrive on the next day until 5pm.It didnt! Not just it didnt but I am calling them on Friday but no nobody responds, nobody knows about my pay off You guys are a scam and should be ashamed, if nothing is solved before my due I do intend to ***

  Business Response

  Date: 12/08/2023

  Good Afternoon,
  
  Spoke to the customer the check was delivered on 12/6. Provided her with tracking number. 
  
  

  Customer Answer

  Date: 12/08/2023

   
  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.

  complain was only solved after formal complain with *** and BBB.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2023

  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 wife and I went into Car Pros on 10/1/2023 with an expectation that I can get a car by using an ad from ********* This ad was not the only one there, but claimed that "Your job is your credit" and I can only pay $90 as long as I had a voucher. Well, that didn't happen.We sat there for about 45 minutes to an hour being assisted by a black guy who said her was the floor supervisor. I'd say he was in his 50's but not sure. He told us after speaking with his finance guy that they had a way to go, but we would need to pay $1,500 down to get up to $17,000 in financing. I asked him again to make sure I understood, and he said the same amount. We made an appointment for 10/21/23 to come in and pick out a car.After saving the $1,500 (wasn't easy for me), I got a reminder email asking if we would be there as well as a call and VM on 10/20/23. I called the number back and spoke with **** and asked him what cars would be available for me to look at the following day and he said he would have to get back to me. I then received a text from him saying that he didn't have anything for $1,000 down and the bank needed $4,000 to $5,000 down before they could make a deal. I told him that wasn't what we were told and we then went back and forth in text. In the end he simply said there was nothing they could do.We feel that we were wronged because we thought we had a guaranteed path to getting a car. We felt lied to and a total waste of time and gas. In addition, I have a heart condition and the stress alone created havoc on my heart for a week.

  Business Response

  Date: 11/03/2023

  We understand that the customer had to make multiple visits to purchase a vehicle, and realize how that could be a frustrating experience. We are very sorry if we were unable to meet their expectations. We were able to obtain financing for the customer, but due to timing issues, we did not have a vehicle to meet their needs. Once we obtained a vehicle, we reached out to the customer, but were told they had already purchased a vehicle. It is our goal to provide every customer with excellent service and, of course, to sell them a vehicle. We are still happy to assist with a vehicle purchase if there is still a need. 

  
  Thank you. 

• Initial Complaint

  Date:10/30/2023

  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.

  On 11/13/22 my car was broken into and the thief tried to steal it. He ran away, possibly because he got spooked. Police came and told me the ignition wasn't broken so they may come back. After I contacted my insurance I first taped cardboard on my rear damaged window. Then i covered my car with a beige car tarp, to make it more difficult to steal. Insurance adjuster came 3 days later and my car was towed to Car Pros Tacoma. Around 3 or 4 weeks of car pros waiting for my parts to come in, a client came to me and told me that when she had her car towed to Car Pros, she saw my car and the cardboard was soaking wet. So, I went and asked to look at my car, the back seat was literally soaking wet, **** the guy who is taking care of my car told me "the wind must have blew the plastic off your car." He also stated that Car Pros would fix this. The theft damager was finally complete on 1/20/23 and **** called me to come there. As we walked to my car, he told me that they had to take it to a specialized place, one who could treat and get rid of the mold. He then kindly got me a rental car. After 3 weeks I began calling and leaving messages, but no call back. Literally months went by, and I would not get any call backs. Around mid-August I saw the manager, *******, and asked him about my car. He said they were still waiting for parts. Time went on and my loaner car's check engine light came on. So, I spoke to ******* who told me the part wasn't there. Then I got this text from **** telling me this whole time (10 months) they've been waiting for my insurance to approve the mold clean up. So, I called my insurance and he stated that this had to be another insurance claim. I asked him would he call car pros. Once he hung up with them, he called me and told me that car pros agreed to clean the mold. So, I called and finally **** answered. He told me that car pros would clean up the mold and I told him he told me that in order to get rid of the mold, it needed ********************

  Customer Answer

  Date: 10/30/2023

  Finishing up this complaint. So **** stated that his shop would clean the mold and I told him that I have Emphysema and needed that mold gone so I would not get sick from it. I also told him that I am 65 years old and have a weakened immune system and that I needed cars pros to have it cleaned by the specialized company to whom he told me months ago had to clean the mold in order for it to be completely gone. I think it is crazy, because of having no communication from cars pros, that it took ten months for me to find out they were waiting for my insurance to approve this job. As I could have called Geico months ago. When I spoke to Geico Claims Adjuster Supervisor, *******, he told me that the day I called was the first time he has read, or heard about my cars mold problem. Now I must take in the loaner car because of car issues and wont have a car to take me to and from work, grocery stores etc. I do feel that car pros should cover my rental car cost as well as ensuring that the mold is completely gone by taking it to a specialized company who gets rid of the mold. For ten months I was told that they were waiting on a car part, so now it has been 10 months for that mold to grow in my car.

  Business Response

  Date: 10/30/2023

  The vehicle is scheduled today to have the interior and exterior cleaned along with mold removal.  This process will take about 2 days.  Once the vehicle is done ***** will be contacted for pick up.  We apologize for the delay in the vehicle will many of the stolen parts on back order and delays.  We are looking forward to getting the vehicle back in ***** possession.

  Thank you,

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

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20798430
  
  I am rejecting this response because: as I informed ****, the one responsible for handling my car, I am in need of a letter that states the mold has been eliminated. Also, if this damage causes a decrease in my cars value, I need car pros to work with me on obtaining a new car that will subtract the price of whatever amount my car is/was devalued because of their neglect of my car. Unfortunately, because they treated the work on my car so poorly, I do not trust their word. My cars value was approximately $12,500 when it was brought to their lot. And possibly even more than $12,500 because I only had ****** miles on it and bought it new almost 5 years ago. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/02/2023

  Contacted customer to let her vehicle was completed.  She was concerned that the vehicle would devalue, and she would have issues.  I reassured her that this would not devalue the vehicle.  The mold removal was performed and has paperwork for any issues that would need to be addressed later.  We also took care of her mirror as good will.  She is going to pick up the car and happy with the resolution. 

   

  Thank you

  Customer Answer

  Date: 11/05/2023

  Good day, the last message from **************** Manager was correct. If my car even smells like mold, I have one year to take it back to repair this. He also guaranteed that my cars value would not be affected because of this. For the stress, disregard, and unprofessional is via his subordinate, ******* kindly took care of my charge of my mirror. I am happy with this outcome. I thank you for being ********** that allowed this for me. 
  

  Thank you, thank you, thank you!!

   

  **********************;

• Initial Complaint

  Date:10/17/2023

  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've purchased 4 cars from this location. My most recent car was stolen and totaled. I bought gap coverage for that car as it was offered by the dealership. Since reaching out to them 9/20/23 where they were originally helpful, communication has become increasingly difficult where I have been transferred repeatedly, left messages that go unanswered, sent emails that go unanswered after many days. Currently, there is one more piece of documentation I need from the dealership to complete the gap claim; which they sold me; and I cannot even get someone to follow up and give me a time-frame or any kind of response. I've even had the people at the gap coverage place send an email.

  Business Response

  Date: 10/17/2023

  We reached out to the customer. we have processed customers request and we will follow up to make sure he is taken care of. 

  Customer Answer

  Date: 10/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 *** ***** in July of 2022, *** had the car for less then a year, I couldnt get an appointment for the car for months out and my car stopped working in July of 2023, it wasnt drivable and I explained that to them and I still kept my appointment for a month out. During that time I had to share 1 vehicle with my spouse and him and I both work. Finally, the day of my appointment comes and I have my car towed there. That was 09/18/2023 and today I still have yet to have any contact with them. Its 10/06/2023. Ive been in contact with my warranty company and they sent an inspector to check the vehicle out and they had no luck with communication from *** so they finally cancelled the inspection. I then called corporate and talk to someone and then we got somewhere the *************** said itll take 2 business days to get an inspector there and the warranty company gave me a direct number to my advisor at ***. Today I call that number and its to a totally different business. Adt solar panels. Its been over two months without my car or even a word. Ive payedmy insurance and my car payments since then. Even with warranty they havent offered me a rental or anything.

  Business Response

  Date: 10/07/2023

  We have reached out to the customer and addressed her concerns. 

   

  We are working on the vehicle. 

  Customer Answer

  Date: 10/08/2023

  Ive payed my *** payment of $495 since my *** broke down. Plus my insurance of $187. I havent driven it since the beginning of july 2023. Is there some way kia *** pros can reimburse me for the month they had my *** sitting in their shop? 

• Initial Complaint

  Date:09/14/2023

  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.

  My car has been in and out of Car Pros Tacoma since July 2023. In June 2023, my car was serviced elsewhere which resulted in my cars engine seizing and dying, Car Pros was able to give me the earliest appointment possible, a month out in July 2023. They assessed the car and told me the engine would be covered under a class action lawsuit. I did not receive ANY communication about my car during the entire time my car was there, I'd call time after time everyday with no answer. Forcing me to drive an hour each way to get an update. After the new engine was put in (Aug 2023), the same day within an hour there was a bad electrical burning smell, they stated i needed a new starter and battery. I paid for the service to be done, and now 3-4 weeks after receiving it back again the car will not start, AGAIN! No one is telling me the results of my diagnostic that was performed, they will not give me any documentation when requested in person, no one will respond to my emails, the service manager ******* is never available or able to accept my calls, and ****** the service advisor assigned has been less than helpful. He will not return my calls, answer my questions and keeps telling me theres nothing wrong with the car when they "test" it, however not more than an hour/weeks after getting it back, its right back in the shop. I believe there is fowl-play happening at this store to keep customers coming back. With all other *** shops booked for multiple months and my family due to move with the Military in SIX (6) DAYS, I am in more than a bind. I need a resolution/compensation, for time taken off of work, gas, no rental being given after requested multiple times, and still having to pay for poor work on my car.

  Business Response

  Date: 09/25/2023

  Her vehicle was towed in last night and we were able to get the vehicle in today and get it fixed and it has been delivered to the customer.  I have been in contact with Miss beers all through the day and let her know what was going on with her car. The connector to the starter broke which it came loose from the starter and was causing the vehicle to not to start we replace the connector and no charge to the customer and gave the vehicle back to her today. I will follow up tomorrow to make sure everything is OK. 

• Initial Complaint

  Date:09/07/2023

  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.

  ****************** State Farm Claim Number: 47-48L1-80K Date of Incident: 04/17/2023 Hello, ******. We made a payment on your claim.******* details Date Issued: 5/3/2023 Paid to: CAR PROS KIA ******* method/number: Paper/115349506J Amount: $3297.82 Comprehensive - Theft I brought my car in April to have it fixed for Theft damages. They fixed the ignition & back rear window. The cosmetic damages such as ************** were not fixed. I did not notice the damages, I was happy to have my car back after little to no communication for 2 months.I called my insurance company to inquire if I could take my car to a different shop for the remainder of the repairs. However, they unfortunately told me I would have to take to back to Car Pros for a supplement. They also informed me that they had not been able to get in touch with Car Pros either. Getting my car back in was difficult as I was told I needed the service manager. I never received a call back & could not get through to a representative that could help me. My July was busy & it was my understanding that Car Pros would not get me in until August anyways. August came & passed. I kept calling but was not able to get ahold of a representative until I used the contact claim form on the website to finally get in touch with the service manager. However, after this Wednesday appointment, the are not fixed - instead they cleaned my car. Despite my numerous attempts to communicate the remaining damages over phone/email, they took my car in & are now saying that I need to take it to a shop.

  Business Response

  Date: 09/18/2023

  Good ************************** manager ******* is in contact with the customer and has scheduled an appointment for the repairs to be done. I apologize for the wait.

• Initial Complaint

  Date:07/01/2023

  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 vehicle from kia ********************** and was sold a lemon everytime I go out of town for a few days I go to start my car and there is an issue and I have to get my car towed in forcing me to rely on my 32 year old vehicle for reliable transportation. The management treats me so horribly I cannot believe it even lying to me to try to manipulate me to not be upset about the situation. They offered to trade it in for less money than I owe and wanted to rerun my credit and make me a new loan. I think the only fair thing is to replace and give me the same make and model. The way thing are going the car will be classified legally as a lemon soon and I will seek arbitration through the attorney general of **********. I wish I had bought a ****** I feel like they would never treat me this way left ******* and stranded they don't even have loaner vehicle. And their so backed up from their vehicle either breaking or being stolen they are overwhelmed In the service department drive down there you see a ton of cars in service with broken windows because they are so easy to steal. The manager was extremely rude and unhelpful. I shocked at the treatment of this business to its customers. Please save yourself and do not buy from them.

  Business Response

  Date: 07/03/2023

  Good Morning,

  We are in Communication with **************** To resolve his concerns. We are working on his Vehicle to resolve the issue. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20264640
  
  I am rejecting this response because: it's sad I have to go to the *** of this company to get treated with respect. The management of this place is horrendous. While my issue may be manufacturers problem as I believe I may have a lemon.The way I was treated was atrocious. Other customers do not deserve this and I do not wish this upon anyone. It's hard when your car stops working and you cannot make it anywhere especially when you need to go to work. When your lively hood is put into affect it can be extremely stressful. Some people do not have much or the abilities to know what to do in such situations. Just a little help in the right direction or simply some kind words. Can go a long way. Instead being met with hostility and highfalutin attitude makes it so much more stressful. I sat in the front for an hour the manager was told by at least three people that I was there along with my situation. He walked by me at least six times not looking my way or acknowledging me. Why would someone do this. I sat and watched the place move and being run during that hour and saw many red flags which were a direct reflection of the management. It's leading to unhappy customers and employees as well which in turn they take out on customers it's a vicious cycle that needs to be taken care of. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/13/2023

  At Car Pros customer service is very important to us.  I personally met with **************** and I thank him for taking the time to reach out. Car Pros has implemented training based on his feedback. I am very sorry that **************** had a bad experience. Car Pros has sold over ******* new *** and the vast majority of our customers are happy and satisfied. I will be the first to admit that we do it get it wrong from time-to-time, and when that happens we try to learn from the experience and improve. 

   

  Thank you,

  *******************************, CEO