Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Kia ******* from Kia of Carson Feb 2023 and have paid over the price for the vehicle. I dont drive much and havent put wear and tear or many miles on the vehicle thus far, however the transmission has went out. I dropped it off to the dealership and its my transmission is covered under warranty. Its been beyond a week and repairs havent gotten approved and the time frame for repairs is up in the air. This is causing a hardship for me I have a lack of transportation, I cant get to work, I have children and I am currently still paying monthly car note and insurance for this vehicle.

  Business response

  12/23/2024

  Hello ******,

  We apologize that you are having issues with your vehicle.  Once we establish that warranty will cover the repair, we can offer you a loaner vehicle as long as you have the proper insurance.  We'll have someone from our team reach out to you.

  Customer response

  12/30/2024

   
  Complaint: 22700855
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer response

  12/30/2024

  I am rejecting this because *** is requiring my insurance to cover fully the rental and my insurance will only cover liability. In addition my car has been in their service department for 3 weeks and I have had to purchase my own rental out of pocket, I also in addition have to pay the monthly car note for the month that my car is being repaired for things hat are under warranty such as clutch and transmission. I had asked for detailed diagnostics on the vehicle because I suspect the car needs more than a clutch as I experienced transmission issues while driving. I am asking to be reimbursed for the car note and rental. 

  Business response

  01/15/2025

  Hello ******,

  We will reach out to our service team to see what the status of the repair/approval is.  **** the manufacturer, has to give us the approval for the work and if it is covered under warranty, you will be provided with transportation.  As long as your insurance has enough coverage, we have loaners, otherwise, you will have to get a rental outside and then get reimbursed from Kia.  ************ consultant will walk you through that process.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  October 17, 2024 - I had a Service appointment with Kia of Carson for a recall. The service ***** also performed a visual inspection. I was asked if I wanted the repairs done and I declined as some of the repairs mentioned were done earlier this year. After the recall was performed, I left. When I was almost home, I noticed that one of the digital readings (miles left/gas) was going in the opposite direction which was not happening before I took my car in. I called the ************* and they gave me ********* extension (the *** who did the intake for my car). The phone went into voicemail and I left a message explaining the problem. I did this over the course of a week, left messages and even left a message with the ************ Manager but have not received the courtesy of a return call to fix this problem. The only calls/messages I have received from Kia of Carson is to offer me incentives to buy a new car.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Kia ******** 2022 Certified pre owned on 09/03/24. The service was horrible. I was talked to in a disrespectful manner. The car was returned to the dealer as a lease. They sold it to me with the previous owners information still registered in the car. They never reset the car. I complained about the scratches and if they could be buffed they told me to make an appointment. The next day I contacted the general manager who told me to bring the car up there around 1130 only for the workers to state the ** didnt work there in that department. Called out of work went back up and the ** was sitting there. When I start the car it makes a noise. They told me it was a cold start. I had already drove the car there so it shouldnt have been a cold start. The scratches I complained about got painted over and the paint is bubbling. I have had the car for two days and now they are telling me I owe a $500 restocking fee on a car that wasnt ready to be sold. I have been to the dealership 4 times total and multiple phone calls and they tell me nothing is wrong with the car. Also the app states the oil changed is 731 days behind on the car. The dealer states I am over reacting.

  Business response

  09/18/2024

  We only charge a $500 restocking fee if the vehicle is returned within 3 days, but the customer kept the vehicle so I'm not sure why she's asking for $500.  We took care of any concerns that were brought to our attention.

  Customer response

  09/27/2024

   
  Complaint: 22247920
  
  I am rejecting this response because:
  
  I tried to give back the car. The dealer wanted $500. As of today, the car is with the dealer being repaired. The car is not even drivable at this point. It has a loud noise and knocking sound. I have video of how the car sounds. The dealership keeps hanging up in my face when I call and when I call blocked I leave a message and no one has responded. The car at this point is not working. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello,I purchased my vehicle at this dealer and I have to say that I am very disappointed. Disappointed becauseI was given one key, promised car washes, oil changes, etc... When I pointed out the rusted paint chips I was promised it fixed, still nothing. Being a single mother of 3 kids I felt very taken advantage of. Being that this was my very first purchase, I definitelywas promised so many things and becauseit was a "preowned" vehicle, things now changed. I walked out of there asking for my other key and was promised it and yet nothing. I plan on definitelyconveying my concerns to whoever and whomever I can. This is just honestlysuper untrustworthy, unprofessionaland unethical.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to their dealership 3 times due to a check engine light on. Finally after paying them many times they told me my motor was not working and that they will contact for the warranty which is ******* miles or 10 years. My car is ****** miles and 5 years old so I was confident I would get approved. However, they had me waiting for two months without a car making me spend more money to find my way around town just to tell me after TWO months that my car was fine and they will give it back. Shortly after I notice my car specially the motor smells like gas furthermore it turned off on me once. But because the check engine light is not on they dont wanna even send it for the warranty. This is about principal and they holding their word my motor does not work and they should keep their promise of the warranty.

  Business response

  07/26/2024

  Hello there.  I hope someone from our team has explained the warranty claim process.  We don't authorize repairs under warranty, *** corporate does.  We submit all of our findings and submit it to them and they let us know if any work is authorized.  The results from the tests on your vehicle did not meet their requirements for an approval from ***.  I know this process can be frustrating, but *** has processes in place that me must adhere to.  The number for *** Consumer Affairs is ************ if you want to open a case with them.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was vandalized on 6/15/2024. My partner called Kia of Carson to see if we could get my car fixed there, and they assured him that they could. The weeks following this incident have been nothing short of a nightmare. My insurance company, State Farm, has shared with me that the person that was their point of contact for my car, ***********************, was extremely hard to get ahold of and was very rude. They requested photos of my car, which took weeks for her to do. She would lie to me on the phone stating that she had sent in what they requested or that she hadn't received phone calls from my insurance company, but those turned out to be false. She told me on 7/5/2024 that my car had been accruing a holding fee of $45 a day, something I was never informed of. She then states that State Farm told her that they would cover these fees if we got my car fixed at ***, which State Farm told me was false. I spoke with her manager, *************************, who waved the daily fees. I scheduled for a tow through ********** to get my car from Kia of Carson, and when my male partner and I went to speak with him and pay off any other fees, he only spoke with my partner and refused to speak with me at all even though I am the owner of the car and have been the main point of contact. Even when I asked him questions directly, he only looked at my partner to answer. This made me feel targeted and discriminated against. The towing company went by today to get my car and were told that Kia of Carson was closed, which they aren't. My partner tried calling Kia of Carson to look into this, but suddenly ****** and **** were no where to be found. I feel as if Kia of Carson saw that I was a woman in need and have been trying to get as much money out of me as possible. If my male partner didn't get involved, I'm sure I would have experienced different service. I am severely disappointed as my partner's parents bought their *** from Kia of Carson and spoke highly of them.

  Business response

  07/26/2024

  Hello there.  We looked into this and it looks like your insurance company would not authorize the work and wanted to find a cheaper place.  We don't have this problem with most insurance companies but apparently yours is one of the more difficult ones to deal with.  This has nothing to do with your gender and sorry that you took it that way.  There is nothing to gain for us to have your car on our lot taking up valuable space for that long and not get the job.  It sounds like your insurance may be doing some finger pointing since they are opting to go through the more difficult route rather than having our shop complete the repairs.  I'm sorry you have to go through this whole ordeal, but hopefully they get you back in your car soon. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle for a warranty repair on 5/25/24 and when I was given my copy of the paperwork they wanted me to admit to paying and preliminary payment for the concern about my vehicle and they also wanted me to initial my signature into agreement for a payment that is and should be cover under warranty and they said I his is standard I told them this was their policy and it violated the consumer right and warranty claims as my vehicle is still under 3yrs/36k mileage

  Business response

  06/10/2024

  Customer's must authorize a diagnostic fee even if a car is under warranty since we don't know if the problem will be covered.  For example, if your check engine light is on and we inspect the car and find that the issue was caused by rodents eating through the wiring, that would not be covered under the warranty.  Once we diagnose the problem and determine that it is covered under warranty, the customer does not pay a diagnostic fee.  In the event it is not covered by the warranty and you choose to do the repair with us, the diagnostic fee is applied toward the cost of the repair.  Does this address your concern?

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************************** **************************************************************** ******************** ************ 11/6/2023 Better Business Bureau Subject: Complaint against KIA of Carson Dear Sir/Madam,I am writing to file a formal complaint regarding the ongoing issues I have been experiencing with the air conditioning system in my *** ******** I have diligently reported this matter to *** since May 2023, or possibly even earlier, but regrettably, no effective action has been taken to rectify the problem.The malfunctioning air conditioning has caused severe inconvenience and health issues, particularly considering the scorching climate of **********. As my vehicle is still within the warranty period, I expected prompt and satisfactory resolution to this matter.Enclosed with this letter, you will find a copy of the receipt indicating that the necessary AC part was ordered for the repair. Despite this, the dealership has failed to address and rectify the issue, leaving me without a functional air conditioning system for an extended period.Moreover, the dealership has not fulfilled the services promised as part of the warranty, including the resolution of issues covered under the warranty agreement. This continuous lack of action has caused me significant frustration and dissatisfaction as a loyal customer who has consistently made timely payments on my ********Given the prolonged and unresolved nature of this matter, I kindly request the intervention of the Better Business Bureau to help facilitate a resolution. I believe that your involvement will encourage the dealership to address this issue promptly and provide the necessary repairs or compensation as required.I appreciate your attention to this matter and look forward to a prompt resolution. Should you require any further information or documentation, please do not hesitate to contact me. Thank you for your assistance.Sincerely,***********************************

  Business response

  11/13/2023

  Hello there.  Someone from our staff will be reaching out to you.  We will do everything we can to resolve the issue. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchase a Kia ****** 2023 last year October 2022. My vehicle has recently been shaking a lot I been calling the dealer for the last month to set up an app . Keep in mind I do take it to its regular services . When I finally decided to make a complain to someone with a manager position they finally gave me an appointment for Monday September 18, 2023 I had to pay for a vehicles rental in order to have them keep the car for the whole day . They finally send me a message my car was ready they said there was nothing wrong with the car . Come Wends September 20,2023 around 8:30 am I was driving my car and it started shaking again , the. An alert saying the transmission temperature too high the vehicle shut off in the middle of traffic . I called the dealer for over 4 hours no answer no call back left several messages . Even send text messages with videos of what was going on . They finally gave me call after they saw the messages I send they gave me about 2 mns of their time with no solution or appointment when I asked them what time do they open they said 7 am when I asked why nobody ever answered they just said we dont know. We are low on staff . They told me they would call me back in about 10 mns they never did its now Saturday September 23 , ********************************** back , email , or message . Ive been calling and they dont answer or hear my voice mails because if they did I think k they would at least give me a call back . I just need them to give me a call and a appointment do they can fix my car .

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2015 Kia **** from Carvanna Price ****** Mille he******* I'm happy*bought extended warranty After ****** miles I am hearing loud noise from engine I took it to Kia of Carson twice*they told me I'm crazy nothing wrong *sound normal*then I had the option to keep or end my warranty so I did with the help of Kia of Carson they told me I have manufactures warranty for ****** miles Great * then my car had to be towed to Kia*engine problems and no alternator*wow they told me no way was rude Charged me double and I want adjustment or my warranty to cover this I bough a lemon and car still has problems

*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. ↩