Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worst dealership experience I have ever had. The phone rings 20 to 30 times before someone picks up. A nice older lady works the phones and is very hard to get her to given information about a vehicle to you. You can not get info from. her. You wait on hold to she finds someone. 20 minutes waiting she hangs up. I get a call back from a salesman ***** who makes appointments and does not keep them. When you call back and finally get him he hangs up on you. When you call to compline The sale manger stated he is to busy to speak with you on the phone regarding a complaint for he has customers in the showroom. Wow what a mess . Do youur self a favor and go somewhere else.

  Business response

  01/21/2025

  Hello,
  

  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. General Sales Manager, ****** *******, has attempted to get in contact with the customer with no response form the customer. If the customer would like to contact the dealership an amicable resolution can be met.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  

  Best ************************************************************ Department

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a car with this dealership about 6months ago. At the time of purchase I explained that the vehicle we also need breaks and rotors, but because time of day was close to closing I would bring the car back. When I brought the car back that they service the car for brakes. A week later the shaking comes back I take it to my mechanic to do a full diagnostic and the results were that only back breaks were changed, all rotors and front breaks need to be ***laced, and a cracked coolant housing. When I called back to service at *** they told me it was past the warranty from the dealer and they couldnt do anything if I didnt pay out of pocket. I just went to my own mechanic to fix the car. Now 4 months go by and my gas line cracks and was spilling gas all by the engine. I got that fixed which was an expensive ***air. Now this month after only ***lacing the battery the engine starts to have a knocking sound. I took it to one of my mechanics and estimated the engine for 9k-12k that the engine needed to be ***laced. The warranty I was given only cover 3000 dollars. I only had the car for 6months with these kind of issues. Not to mention the car is under financing which ***** for me. I called *** today 11/27/24 and spoke to *** since he was the sales *** at time of purchase. I advised *** about everything and what were my options. I asked about them taking the car back any paying the remainder from my negative equity and I can start a new loan since they sold me a car that was major ***airs needed within *******. I was advise that he could get me into a new car but they will not take the full value of my current vehicle and that I would need to get a new car not used. I need to have this payment applied to a working vehicle and I should not have to purchase a new car. Unfortunately I do not have that kind of funds to purchase a new car It literally has been 6months and the engine is gone.

  Business response

  12/05/2024

  Hello,
  Kia of Riverdale (KOR) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. Service manager, ***** ******, has tried to get into contact with the customer via phone call and email but has not heard back from the customer.  If the customer reaches back out to ***** *., the vehicle can be brought in to be assessed and KOR can work with the customer to meet an amicable resolution. 
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  

  Best Regards,
  Kia of Riverdale                                                                                                                                                                    
  Customer Service Department

  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 ***** Tahoe in April of this year... 2 Weeks after purchasing this vehicle, the check engine light came on. after bringing vehicle to autozone to find out what the code was, it turned out that the vehicle was misfiring in cylinder 8... I called Kia of Riverdale to inform them of the ************ told me to bring in the car... After a few times of going back to the dealership, they said the car was going to be taken to a ***** dealer... When they finally got the car to the ***** dealer, they stated that ***** said it was a transmission issue & that the transmission needed to be replaced... So they called me & told me what the issue was & that I would have to pay $2,000 to get the car fixed. my extended warranty would be paying $2,000 & they would pay the balance, for a total of $6,000.. So after I declined to pay the $2,000, they paid for the transmission to be replaced & had my car for 2 months... After finally getting my car back, the next day, the check engine light comes on again... I go to autozone to check the ********* says cylinder 8 misfire.. I call up the dealership to let them know that the car is still misfiring & they tell me to bring the car in... After several fake attempts from them to fix the problem, I take the car someplace independent of ***************************** diagnose the car & state the reason for cylinder 8 misfiring is because there is low compression in cylinder 8... They state that the car's compression should be at 150. mine is at 90, meaning the car needs a new engine... Calls to the dealership have been unanswered & no attempts by them have been made to resolve the engine problem

  Business response

  11/11/2024

  Hello, 
  Kia of Riverdale appreciates the Better Business Bureaus communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We are currently researching the customers complaint and are working diligently towards a resolution; we require additional time to conduct a thorough investigation in order to provide a comprehensive response that meets both our commitment to customer satisfaction and the high standards set by the Better Business Bureau. We believe that by requesting this extension, we can provide a more detailed and well-considered response that will address all aspects of the complaint comprehensively. Therefore, we kindly request that you grant us an extension of ten additional business days, allowing us until 11/18/2024 to submit our response to the customer's complaint.
  

  Thank you for your attention to this matter, and we look forward to working collaboratively with the Better Business Bureau to address and resolve this complaint effectively.

  Customer response

  11/12/2024

  [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

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they put a new tire on a new rim for me. the valve stem was leaking, which caused a flat while parked in my driveway. at the same time, the **** system on my car started showing errors. it took TWO HOURS for them to change the one tire.....the second trip also took two hours. they did stop the leak, but they never addressed the **** sensor that they either broke or forgot to install in the tire.i called and told them i need a new **** sensor, and i would bring it to MY mechanic to have him replace it because i don't trust their incompetent technicians. they said i must bring the car to them for repair-----after they messed up a simple tire change TWICE, and said they would not give me a replacement sensor for the one they either damaged or lost.i ended up having to buy a new sensor out of pocket for a car that is less than a year old because of their technician's incompetence and management's lack of care.i am seeking reimbursement for the cost of the sensor and the labor associated with replacing it. receipts will be provided.

  Business response

  08/26/2024

  Hello,

  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.

  We appreciate your patience as we work to resolve this matter. The customer came into the dealership to have a tire replaced. Unfortunately, we were not able to program the **** Sensor and did not replace. The customer then took the vehicle to another technician and paid for the repair out of pocket. As a gesture of goodwill, we will reimburse the customer $100 for the new **** sensor.

  Should the customer have any additional questions or concerns, please contact our *************************** at ************.

  Best ************************************************************ Department

  Customer response

  08/26/2024

  
  Complaint: 22157497
  
  I am rejecting this response because:

  this is an outright lie. the **** sensor that was removed from the tire that Kia of Riverdale replaced was NOT even from a kia. the sensor from my brand new 2024 Kia ** was replaced with one IN YOUR SHOP that was from a GM vehicle and wasn't even the correct frequency. it also didn't even work---i had it tested, and it's dead.

   

   

  i do accept the check for reimbursement of your complete lack of knowledge, skill, honesty and losing my **** sensor.

   

  an acknowledgement of your failure and an explanation of what happened and what was done will be what makes me accept the actual response.

  i'd also like to know what you thought of the video of your employee's behavior in my wife's car that was caught on my dash cam: ****************************
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car a month and a half ago and they still havent refunded me my DMV excess fees and they never sent us a second key for our car. both were promised but they aren't telling me if they are going through with it.this is the email string. I did get the warranty refunded but these two items still are outstanding.They are shady and slipped in the warranty without telling us. now they don't want to deliver on the remaining items.

  Business response

  07/30/2024

  Hello,
  

  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. We are currently reaching out to the customer to immediately ensure all their concerns are resolved.
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  

  Best ************************************************************* Department

  Customer response

  07/31/2024

  [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:
  *** has responded to me and resolved all open issues I asked them to address.  The complaint ID is ********.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  03/12/2024 $21,000 down and ****** financed.Business commited to privde me a clean car with no issues.Car has 1600 dollars worth of issues when taking it to the manufacturer dealership Business has ignored all of my contact attempts

  Business response

  03/22/2024

  Hello,
  
  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and attention to this matter. We have been in communication with the customer and have taken steps to address their concerns by providing them with two options. They can either receive a credit of $2500.00 or they can return the vehicle to us and cancel the deal. We sincerely apologize with regard to your experience.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  
  Best *****************************************************************

  Customer response

  03/28/2024

  [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. Although the resolution was agreed upon on 3/20/2024, I have still yet 

  to recieve my refund for the down payment I have put down for purchasing the card.
  
  Regards,
  
  *****************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a certified preowned K5 4+ weeks ago and because they couldnt get the total right I had a certified check that ended up being $232.50 over. They promised a refund within two weeks. Have spoken to sales person **** several times with no results and left a message for the ** who never returned the call. Kia ******** care reached out as well. Please assist as they seem to have no ethics.

  Business response

  02/27/2024

  Hello,
  
  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the delay and any inconvenience that it may have caused. On February 26, 2024, we issued a refund for the overpayment made by the customer. Included is the ***** tracking # ************ for your convenience. Please note that it may take 7-14 business days for the payment to be processed and delivered. 
  
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  Kia of Riverdale
  **************** Department

  Customer response

  02/28/2024

  [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

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/22/21, I leased a car from this dealership. At the end of the lease, I decided to acquire the car from Kia and decided to go through Kia directly, as opposed to going through this or any other dealership. It was only within the last couple of weeks - so towards the end of the lease - as I was preparing the documentation and getting ready to submit the payment to Kia that I realized that this dealership uploaded a fraudulent document to the corporate Kia (upon my request, corporate Kia emailed me the document they received from this dealership). The fraudulent document has an incorrect name, an incorrect date of the transaction, an incorrect and forged initials (which are clearly not mine as they correspond to the incorrect name that is on the document) and the incorrect residual value of the vehicle. When I tried to address the issue with the dealership - in person, and by showing them the lease contract that I was provided at the time of the lease - they claimed that they did not have the documentation from 3 years ago since they were under new management, and they basically said they could not do anything. This is creating major issues since corporate Kia is claiming that they have to go by what the dealership uploaded and it is preventing me from finalizing the lease buyout. Let me also mention that after I realized what actually happened, I filed a police report with the local police department in Riverdale, NJ, since using forged documents in this case constitutes financial fraud. All in all, we are only talking about 80 dollars in total difference, but they should not be allowed to get away with this kind of behavior. As a resolution, at the very lease, I would like to have them upload the correct and actual contract to Kia corporate. I am attaching both the correct contract (with my name * ******* *******) and the forged document (which is under the incorrect name of ******* *********

  Business response

  02/07/2024

  Hello,
  
  Kia of Riverdale customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the inconvenience. However, we would like to inform you that this vehicle was purchased before Kia of Riverdale acquired the location. Unfortunately, we don't have access to the prior sale contracts. We made a good faith effort to help the customer and as a courtesy reached out to the prior owner’s attorney to notify them of this issue.  Again, we sincerely apologize and appreciate your understanding in this matter.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Kia of Riverdale
  Customer Service Department

  Customer response

  02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  - The business did NOT attempt to help me.  I was first told to physically go to their location even though they are 45 min away.  Once there, I was dismissed and it took a while for somebody to even listen to the issue that I had.  The following day I just received a 'curtesy' call stating they could not do anything.

  - It absolutely is NOT correct that they do not have the documentation from the business while it was under previous management.  When acquiring a business, you also acquire their documentation, as well as all of the liabilities, so them claiming not to have any documentation makes no sense whatsoever.

  - Even if it were true that they did not have any documentation, why did they not accept the documentation that I brought up with me???

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rescinded deal on a vehicle due to mechanical issues and lies by sales/service ***** awaiting 3 weeks for payout on trade in vehicle $2000.00, now Ive received correspondence from federal credit union indicating payment due on a loan of over $22,000 for a vehicle I dont have. Ive been out of a car for over a month due to this matter. The general manager has since been fired and I am not receiving assistance with expediting this issue.

  Business response

  01/03/2024

  Hello,
  
  Kia of Riverdale appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the delay in payment. We confirmed that as of 1/1/24 the customer received a check payment in the amount of $2,000.00. In addition, we have contacted the lender to ensure the loan has been cancelled.
  
  Should the customer have any additional questions or concerns,please contact our **************** department at ************.
  
  Best Regards,
  
  Kia of Riverdale
  **************** Department

• Initial Complaint

  11/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Worst car buying experience and horrible customer service. This place only cares about making the sale and once you leave, there is no customer service. They literally used a signature from one form I signed when in person and signed about 8 other forms with it that I never signed myself. They signed forms I actually refused to sign when in person at the dealership. I purchased a car in cash over a month ago and was sold a car with active recalls, missing floor mats that were included and a missing key fob that they apparently lost. The key fob was supposed to be overnighted to me within a week, that was no problem to me at the time. The salesman never explained I would have to have it programmed and didnt tell me that it costs hundreds of dollars to program it. They told me that after the fact probably a week and a half later when I still hadnt received any updates about the key. Since they left out that detail I asked if they could cover the cost of that since I live in another state and I could have it dont near my home at another dealership. Then the floor mats they told me someone probably snatched them out of there but no one will get back to me on shipping them to my house as they promised. Every single time I call they hang up on me or transfer my call all over the dealership. I have asked to speak to the manager of the dealer and have left him numerous voicemails and still nothing. I have emailed the sales manager and the salesman numerous times and still havent heard back. I even filed a corporate complaint about this dealership and still, nothing.

  Business response

  11/28/2023

  Hello,
  
  Kia of Riverdale appreciates the Better Business Bureaus communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We will order a new key fob and mats and ship them to the customer. If the customer provides us with a receipt for the reprogramming of the key fob, we will reimburse them. 
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  
  Best *********************************************************************

*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. ↩