Complaints

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

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  Car Pros Kia Glendale

  Glendale, CA 91204-1704

• 

  Car Pros Kia Glendale

  400 S Brand Blvd Glendale, CA 91204

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:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 hope this email finds you well. I am writing to formally complain about the repeated poor service I have experienced at KIA *** Pros Glendale. This is not an isolated incident but a recurring issue that has significantly impacted my experience as a *** **************, March [03-15-2025], I had a scheduled appointment for a recall and maintenance at 1:20 PM. I arrived on time, yet I was left waiting until 1:55 PM without any assistance. Despite multiple requests for help, I was ignored. When I expressed my frustration over the excessive wait time, I was met with disrespectful behavior. Ultimately, I was told that they would not perform the maintenance on my vehicle.Additionally, I have repeatedly raised concerns about an issue with my cars shock absorbers. Despite my maintenance contract with the dealership, they consistently dismiss my complaints, refuse to inspect the vehicle properly, and decline to provide any written proof of their assessment.I strongly believe that someone within the dealership has intentionally flagged my file to deny me assistance, and I suspect this may be coming from the management level. This is completely unacceptable. As a paying customer with a valid service contract, I expect to receive the care and attention that *** promises.I am requesting immediate action regarding this matter. Specifically, I would like:1.A proper inspection of my vehicle, including written confirmation of findings regarding the shock absorbers.2.Assurance that I will receive fair and respectful treatment at this dealership.3.An investigation into the behavior of the staff and management at KIA *** Pros Glendale.Please let me know the next steps and how this issue will be addressed. If no resolution is provided, I will escalate my complaint further to *** corporate offices and consider reporting this matter to consumer protection agencies.Thank you for your time and prompt attention to this matter. I look forward to your response.

  Business Response

  Date: 04/08/2025

  We feel concerned about your complaint, we tried to work with you.

  if you still feel not happy with our service please email me at ******************************

  Thank you

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23071182
  
  I am rejecting this response because: nobody help me and nobody tried to give me a solution or resolve my problem 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/19/2024

  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 leased a *** EV9 from this location in March 2024. The initial interaction was pleasant. Fast forward to 10/2024 *** notified me of a recall on the vehicle. They requested that I take it to the nearest ***; ****** *** *********** Ca. After a month of waiting for an appointment. I was notified on 11/4 when dropping off the car other recalls had been issued. That evening ****** called and said the recall didn't "take" and my screen went black, they would try again on 11/5. Keeping my car overnight. The next day I called and was informed the cars screen was still black and my car was not drivable. They needed to reach out to *****. They provided no date to when the issue would be resolved or how long my car would be in the shop. I was upset and was told "if I had issues to reach out to the dealer I purchased the car from." Calling Glendale 11/9 I was informed by a manager "there was nothing they could/would do and if it takes over 30 days without being fixed file a lemon law or get an attorney." This experience has now turned into two weeks without the car I pay for. And one full week with zero contact from: the *** ************ (where I filed a complaint, and was told they don't have to respond), ****** *** (has my car and can't fix it) or Glendale *** (sold me the car and takes zero interest). I am currently driving a loner EV6 that doesn't fit my entire family.

  Business Response

  Date: 11/19/2024

  Good morning,

  We are sorry to hear about your vehicle problems, we recommend you reach to the manufacture and communicate with them regarding the recall and your experience with ****** Kia.

  the factory warranty should cover the recall.

  If you need any further assistance feel free to reach me.

  Thank you,

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

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

• Initial Complaint

  Date:10/21/2024

  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 went on 10/17/24 to get my car serviced. It was for maintenance, and a recall. When I arrived **** asked if I'd like my tires to be rotated for $50 to which I agreed. When I got my car back I trusted the techs did what I paid for. It wasn't until over the weekend I inspected my tires and noticed they weren't rotated. I got a nail in my rear left tire about a month ago to which I got patched. The tire with the patch is still located in the back left.Clearly my tires weren't rotated. I have been calling the dealer and spoke to **** who is no help and is refusing to refund me the $50 l paid for the rotation that was not done. I will have to contact *** corporate and file a complaint with the ************************* as this is fraud. It was even noted in my invoice that the tire rotation was done when it was not. All I want is my refund. I'm not comfortable going back to this dealer anymore which is unfortunate since I purchased an oil change package through this dealer. I've attached images of my tire and the receipt of when my rear left tire was patched.

  Business Response

  Date: 11/11/2024

  Good morning,

  Sorry to hear about your tire problem, we refunded you the money for the tire.

  if you need any further assistance feel free to reach out to me at ************ or email me at ******************************.

  Thank you,

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

  General manager

• Initial Complaint

  Date:10/17/2024

  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.

  The engine on my 2016 Kia ******** failed with approx ****** miles. *** Dealership in Glendale (***) handled the repair. It took 4 weeks for the assessment to determine it was under warranty, 1 week for the engine to be ordered and 1 week for the repairs. I was without my car for 6 weeks. I was never offered a loaner car by ***. I was told to keep my receipts for rental cars and get reimbursed after. I get my car and I told to email *** the receipts ($3079) and they would take care of it. I did this. After 2 weeks, I call to follow up, no response. Two days later, I call again and I'm told that ******** handles the payment & was given a phone number. I call ******** and told that *** handles payment, ********. I go back to ***. I speak to ** my case manager who tells me that he will look into it and to call him back in a week. A week later, I call and he gives me the number for ******** and tells me they need to handle it. I call ******** again and they tell me that the reimbursement has to go through ***. Frustrated, I put the ******** claim manager on a three-way call with ** and get some direction about next steps to submit my docs. I'm told the process takes 3 months. I go to ******* to submit my receipts and get an error. I call ******** and told the payment is handled by ***. I go to the *** and wait for *******, the Warranty Admin, and explain my issue. ******* speaks to the claim manager and I'm told to follow a link at ******* to submit my receipts and other docs not mentioned prior. I submit the docs and confirm everything was received and they don't need anything more. I call ******** back a month later and told my claim is still pending. A week later, I get an email saying to resubmit paperwork. A week later, I get a letter saying that they will only reimburse $1700 of my expenses because there is a $40/day max reimbursement amount. This was never mentioned prior. Completely unacceptable given the repairs were UNDER WARRANTY.

  Business Response

  Date: 11/11/2024

  Good morning,

  I am sorry to hear about your trouble, we worked with you to resolve the issue.

  If you still need any further assistance, please contact me at ************ or email me at ******************************

  Thank you,

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

  General manager

• Initial Complaint

  Date:03/18/2024

  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.

  Bought a brand new 2024 Kia ** from CarPros *** in Glendale, **. A month into buying it the car gave me issues. All the warning lights on the dash would come on and the odometer would stop working. The steering wheel would stiffin up and the check engine light also came on. I took the car to the *** ********** where I purchased to no avail. When I brought it in they said that the issue is most likely rodent repair. I heard this before but I knew that wasnt the case because I took it to the ********** near my home and they clarified that there was no rodent damage. A couple of hours go by and I return for a detail update. The service guy told me that the battery was loose and it was good to go. I drove the car home and the issue returned the next day. I returned the car to CarPros *** Glendale and they diagnosed that the car was in an accident. This is a clear lie. I bought the car brand new and I never had an accident. The car never had a fender ****** or any time of damage of any sort. I told them that it was impossible that we had a car accident and they held on to it. I told them that the other ********** cleared any accidents and had the video of all diagnostic test that they ran. I still have the videos. CarPros *** of Glendale is not to be trusted. They are not honest and they look to blame the consumer for damages that warranty is supposed to cover.

  Business Response

  Date: 03/25/2024

  Dear *****************,

  Sorry you feel this way about our service department, Please feel free of contacting me at ************

  *** new car warranty is accepted by all *** dealerships and you are more than welcome to get a second opinion,

  You are more than welcome to stop by and we can review the diagnostics with you.

  Thank you,

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

• Initial Complaint

  Date:03/14/2024

  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 bought a used ****** Ascent on 2-24-24 from Car Pros **** The car was dirty and still needed to be detailed and cleaned. They told me to bring the car back on 2-29-24 to get detailed, which I did. They called me and told me the car was cleaned and ready. When I arrived the exterior and interior were still dirty! I brought this to their attention and they told me to wait another hour and sent it back to get detailed for a second time. The interior of the car was STILL not cleaned (I have pictures). Therefore I negotiated with them to be reimbursed for an interior detailing from a company of my choice. We agreed to $160, I sent them the receipt on 3-3-24. I also had a concern about an oil stain on the headrest which I was told would come out in detailing. The stain did not come out from their detailing company or mine. On 3-7, I contacted the ** to confirm that my $160 was being reimbursed and to request that they replace the headrest since it was falsely promised that it would be cleaned. His assistant **** called me back and told me that they would expedite the check for $160 and he would look into getting the headrest replaced for me. He said he would get back to me the next day (3-8). I have never heard back from him. I texted him on 3-9 for an update, called and left a message on 3-11 and sent another text on 3-13.. They are ignoring me and not honoring their word to refund me the $160 (which I have in writing). They also owe me a new headrest.

  Business Response

  Date: 03/25/2024

  Dear ***************************,

  Thank you for buying a car from **, the check was cut and mailed to you and you cashed it on 3/18/2024.

  If you need any further assistance, please feel free to contact me.

  Thank you,

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

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

   

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21430691
  
  I am rejecting this response because you still havent replaced the headrest. After all that I had to go through just to get my car cleaned you can at least replace the headrest. I know you can get it at cost and I was told that the detailing would clean it, which it didnt.
  This whole process has been awful and time consuming. You can at least do this one thing that technically should have been caught and done before the car was even sold. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/30/2024

  We ordered and mailed a new headrest to the client.

  Thank you.

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

  Customer Answer

  Date: 04/01/2024

   
  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:09/18/2023

  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.

  Date of Transaction: September 8, 2022 - Present The amount of money I paid the business: Car was leased from the dealership and voluntarily surrendered and returned to the dealership on September 8, 2022. $11,703.00 was paid to *************** ******* dba ********** ******* which is the financing company for the dealership. The 2019 ******** was voluntarily surrendered to *************************** on September 8, 2022. The car is currently valued at $17,549 - $24,165. I have not had the vehicle since September 8, 2022 when the car was towed and left at the dealership. The car tow receipt is attached as proof.What the nature of the dispute is: On September 8, 2022, the 2019 ******** that was leased from Car Pros Kia Glendale dealership was voluntarily surrendered to the dealership. The dealership has stated that the 2019 ******** was not towed to their car lot on September 8, 2022 to ******************************* at *************** ******* dba ********** *******. They refuse to return my calls to them since September 11, 2022. I have called repeatedly and talked to several different people, supervisors, salesmans, etc in different departments. None of my calls have been returned. Via phone on September 8, 2022, *************************** told me that he would mail the car return receipt to my home address regarding the voluntary surrender, the car would be held at the dealership for up to 21 days and then sold at auction after Kia ******* ******* picked up the vehicle and I would owe the remaining balance. The lease would be terminated and I would no longer make payments. Unfortunately, I have not seen the car since that day and I have not had the vehicle in my possession since that date. Now the car can not be located by *************** ******* dba ********** ******* which is the financing company and they are saying that I owe $20,571.00 to them. The dealership will not return any calls to me and they continue to say the car was never there.Account number: ********** VIN: *****************

  Business Response

  Date: 12/18/2023

  We are sorry the client feels this way, when someone volunteer surrender a car it is owned by the bank. we only host the vehicle till the owner which is the bank pick it up and sell the car.

  we have no interest or charge for storage, the bank is the legal owner and that is a different entity than the dealership.

  feel free to contact me at ************ if you have any questions.

  Thank you,

  *******

• 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.

  I bought a car with *** on july 26, 2023 and I brought it back because the car is used and they sold it like new and I ask the financial manager if the behicle was new and he say yes that they can not lease a used car but the car they lease me was a used car.

  Business Response

  Date: 09/07/2023

  thank you for the review, since the complaint came from a third party who we didn't engage in doing business with i cannot share details for Privacy first and I cannot comment on the false accusations second without talking about private party information with a third party.

  I would love to help the person whose name is on the cancelled transaction, please feel free to contact me.

  Thank you,

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

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 have attached a copy of BBB case number ********. This case was filed about ********** Finance. All of the relevant information for this complaint is in that document. My contracted lease payment of 12/14/2022 was $590.73. *** posted the account on or about 12/20/2022 with a payment of $594.79. This results in about a $200 overcharge for the 48-month lease. A sales manager named **** agreed to pay me $200 as compensation for the incorrect payment. As of today, ******* has not reimbursed me the $200. After more than 50 phone calls, 4 appearances at the dealership and 4 more written notifications I have received no adjustment nor $200 reimbursement. Please help me resolve this issue. I shall attach the payment page of the lease and the complaint filed with Kia ********************************

• Initial Complaint

  Date:02/14/2023

  Type:Order Issues
  Status:

  UnpursuableMore 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 leased a 2023 *** **** EV Wind from ************ on 12/14/2022. The vehicle's VIN is *****************. The lease was through *** ******** I have leased/purchased numerous vehicles from ***/Hyundai ******** The lease agreement stated the payment to be $590.73 monthly for 48 months. The lease information became available on my finance account with *** on or about 12/20/2022. The payment was posted as $594.79 an increase of $4.03 per month. I contacted *** ******* and Car Pros *** in Glendale almost immediately. My communications were numerous by written methods and tens of phone calls for the last 60 days. Thus far, 3 payments of $596.79 have been made. Car pros *** agreed to pay me $200 for the payment error six weeks ago. I have attempted to reach Car Pros 3 to 4 times a week to collect the $200 and it is now at a point where Car Pros puts me on hold each time I call until an answering machine comes on. I leave a message and as always my calls are never, truly never, returned. Th is is a situation never, again never, experienced by me as I approach my 75th birthday. I have purchased or leased somewhere in the neighborhood of 100 vehicles and this situation is the first time a dealer and the finance arm of the dealer have modified my payment as well as the terms defined on the written lease agreement. The amount over 48 months is a loss to me of $193.44. Thus a check from Car Pros for $200 would be great or adjust the payment to $590.73 and send me check for the 3 months of over payment.Thanks, ***********************