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:09/09/2024

  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.

  VIN: ***************** bought car July 5, 2024. They redid paperwork on July 8. I went back to dealer the night of July 5 & mentioned issues regarding lane departure feature only working 1/2 the time as well as not being able to see out the back *************** camera stalling. Manager said was "fine." He explained it as adjusting or something.July 7 I found out *** lied & called them the next day-July 8 I found out I was lied to about price of purchase. I called dealership on a different number asked about the car they had for sale- with the same VIN as mine, they said they had it & confirmed the price which was thousands less that what they told me was their best price-it was during and only during their 4thof July ******* was a battle all day. They promised things that morning but ignored my 30 calls that day. I was so overwhelmed with anxiety this is all I could focus on.Finally they called me at 7pm *** offered me a slight discount on extra warranty because of this.However I am not filing this because they lied. I'm filing it because as soon as I drove the car, the issues I presented to dealership night of purchase and they explained away, were even more evident and not going away. In addition, the voice command stopped working, I could not make calls, the button they told me was like a ******** -and it had worked like that while at dealership and the first few days, no longer worked.I took car to ************ (closer than Huntington Beach ***). They said issues were due to my phone cord that I attached to car. That I needed a Factory made cord. The chord was brand new. Nevertheless, I bought a new factory cord. Issues persisted.I googled this issue. IT IS A PROBLEM WITH THIS EXACT YEAR AND MODEL OF VECHICLE. Hundreds of complaints exact issue all saying *** told them the same thing and refuses to fix. My CAR BEEN IN SHOP 3X IN LESS THAN MONTH NOT FIXED. Only miles on it are to and from service. See issues ****************************

  Business Response

  Date: 09/13/2024

  Car Pros Kia is a independent franchisee of ***********. Car Pros does not build the vehicle, no do we make decisions regarding the validity of warranty claims. When a repair needs to be made, we complete the repair and get reimbursed by Kia **************** would like to apologize ****** Cornellus about the issues she is experiencing with her vehicle. We would like to help her in any way possible. On occasion, or attempts to repair the vehicle have been complicated by being unable to duplicate the concern. We have opened multiple tickets with ***** Tech Line in attempt to repair her vehicle. 

  Any discussions about the manufacturing or design flaws need to be addressed to Kia ******** We are happy to help in any way possible in order to support and advocate for the customer. 

   

  Thank you,
  ******* ********

  Customer Answer

  Date: 09/13/2024

  This case is ABSOLUTELY NOT RESOLVED. I DESERVE MY MONEY BACK AND THAT IS WHAT I AM STANDING ON. Copying and pasting from Car Pros Kias response, We would like to help her in any way possible. We are happy to help in any way possible in order to support and advocate for the customer. These are your/Kias words. If youd like to standby your words, then please reimburse me. The car looks the same and barely has been driven. Minus the 3 trips to the service department--within 5 weeks of owning the car. The first within the first 2 weeks.

  Business Response

  Date: 09/13/2024

  We regret we are unable to take returns on vehicles and this issue needs to be addressed to Kia ******** Thank you.

  Customer Answer

  Date: 09/15/2024

  I absolutely DO NOT accept this response. The car was sold as a CPO a 2022, ****** miles-- Car Pros KNEW this car had major issues and sold it anyway. I've tried to contact them since the first week of purchase. They are always "in a meeting," refuse calls, screen calls, could care a less once they have made the sale. I am entitled to a full refund and that is what I'm requesting.

  RE: ***** last response: *** does not stand by their own words. Very sad and costly situation brought on by kia.

• Initial Complaint

  Date:06/03/2024

  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.

  We leased Kia ******** in February 2024. It is **** now and dealer still never gave us the 2nd key that they lost and promised(multiple times) to replace. ****** is not returning my calls to make an appointment to make a new key.

  Business Response

  Date: 06/07/2024

  **** you for the feedback, we did communicate with The Customer and helped him setup an appointment to get his second Key programed, the issue should be resolved soon within the next couple days
  
  

  Customer Answer

  Date: 06/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business. 

  Very unfortunate that it takes a BBB and ****** review negative impact for your business for such an easy fix. 

  We are satisfied with the resolution. 
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:04/28/2024

  Type:Order 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.

  On Sunday, 1/21, *************************** ********, on the Car Pros Kia HB finance team, initially offered me a 6.99 APR, even though my credit score was 748, and this was my third **** I negotiated to get the rate down to 5.99, and ****** reassured me he would contact *** Finance the following morning. He also assured me that rates would drop during the election cycle and I could refinance. In hindsight, this was most likely a misleading sales tactic. I reviewed my contract and realized ****** had not lowered my interest rate as promised. When I inquired about this, he said the lower rate was contingent on me purchasing the extended warranty and maintenance for life after I decided to cancel three days later. I ultimately recognized that I had been hoodwinked as that stipulation had never been discussed. ****** submitted the deal at a 6.99 rate with the additional products.I requested to speak with the finance manager. ****** called me and asked me what the issue was, which he very well knew. After I expressed my concerns, he brushed me off, saying he wanted to make me happy. He quickly rambled off opinions I could not hear m clearly, so he offered to email them for my view. I have yet to receive that email.

  Business Response

  Date: 05/05/2024

  We are actively working with the this customer to resolve the concern. Thank you 

• Initial Complaint

  Date:03/23/2024

  Type:Sales and Advertising 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 paid cash (******) for a *** **** PHEV on March 14, 2024 at the Car Pros Kia Huntington Beach Dealership. I also paid for a warranty option. The sales and finance departments were very quick to completing the sale. However, getting support after the sale has been very difficult. Currently I am trying to cancel my Service Warranty and submit for the Clean Vehicle Tax Credit. The dealership is not providing support for either. I contacted ************************** who administers the warranty and they hadnt received the contract information a week after I bought the warranty. I requested the dealership to provide me guidance in canceling the warranty and they have not responded to date. I now find out that the manufacture in service start date on the warranty is incorrect. The dealer states 8/8/2020 in reality *** states 8/18/21. So the warranty start date is incorrect as stated on the document. Relative to the Federal Clean Vehicle Tax Credit, the dealership has not provided any support at all. The *** website clearly states that the Dealer must provide a report, at time of sale, to the buyer and the *** for vehicles that are sold and are eligible for a Clean vehicle credit. The vehicle is eligible and the credit is worth $4000 to me. The documentation of the sale is poor as well. Ive received a Bill of Sale the does not define of Vehicle, it simply is described as a CAR (see uploaded). Not even a Vin number is included. The service contract, which is an option, is missing entirely from the Bill of Sale. This documentation will not pass audit. *** made repeated attempts to resolve these issues. Ive received no response. I will likely loose the $4000 tax credit if they continue ignoring me. I would like BBB to contact this organization and advise them of their poor business practices and lack of customer support and resolve these issue for me quickly as the window is closing and the Tax credit and warranty cancellation.

  Business Response

  Date: 03/31/2024

  We are in contact with the customer and are getting this concern resolved.

  Customer Answer

  Date: 03/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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.

  Purchased Vehicle from *** on Thursday March 7, 2024; Requested to purchase name of Vehicle in business. ******** explained that they could process the paperwork for that the next day as it was late during purchase, and that for the time being to keep in my personal name to take possession today.Requested transfer of title to business and the procedure required. After a couple of days ( saturday march 9), the application was provided; Application was completed and submitted on 1st business day thereafter (March 11); Did not hear for 8-9 days; Dealer claims they made several phone calls and text messages. But there were NO PHONE CALLS, text messages, or voicemails (not even in spam); Also no email response until I reached out.I reached out because *** ******* send me online registration using personal on March 19, 2024 On March 20, ****************************************************************** personal. This is an absolute lie. They never responded via email, phone, text or any method. They mislead me during the process just for the sale. This is bad faith ******

  Business Response

  Date: 03/22/2024

  Our Records indicate that we attempted to contact the customer several times by phone and text in the days following the sale regarding this issue, but were unable to reach the customer. Upon receipt of this complaint, it came to our attention that the customer's phone number had been entered into our system incorrectly. Using the number provided herein, the dealership reached out and made contact with the customer immediately and is working to resolve the issue to the customers satisfaction. We apologize for any inconvenience that this clerical error has caused and are committed to working with the customer to do what we can to resolve the issue. Thank you. 

  Customer Answer

  Date: 03/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me provided that they follow through with their actions.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/04/2024

  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.

  We bought our Kia ********* in 7/2021 and after having it a couple months the driver side door panel came off had that fixed and then couple months later it came off again. That was finally fixed again after them telling me there was nothing wrong. Then the couple days before I went into get my car serviced I went to open up my sunroof and heard a cracking noise like it was broken. So when I took my car in I mentioned to the service guy so they looked at it and said that I would have to leave it so they can further evaluate it, but first he needed to talk with the manager so they can let me borrow telluride while they had mine. I never heard back so I reached out to the service manager about 3 weeks later and was transferred to his voicemail. I called again another couple weeks later and no call back, so I called again about a month later since it was the holidays it got busy and was transferred to Dannys voicemail again. I still have not heard from him or anyone at the service department and my sunroof is still broken. Now that its starting to rain I dont want any issues with rain coming through.

  Business Response

  Date: 02/05/2024

  Hello *******************

  I would like to apologize for the miscommunication between you and the advisor. I am glad to hear that we did solve the vertical window molding issue. As the advisor informed you, the sunroof issue would take some time to diagnose and repair. Unfortunately, he was under the assumption that you needed a ********* for a loaner vehicle, we currently do not have only one in our fleet, which has been out since early November. I am sorry that you have not had a response sooner. As I stated to you during our conversation, I address all of my emails and voice messages on a daily basis. I have provided you with my direct contact number and extension. As per our discussion, I will be contacting you to set up an appointment to address your concern for the sunroof.

  Thanks, ***************************** Service Manager Car Pros Kia Huntington Beach

   

   

   

   

• Initial Complaint

  Date:12/27/2023

  Type:Order 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.

  11/2019 went to Car Pros to look at vehicles because i had to trade in my 2017 ******* Veloster Turbo due to it being a manual and i was having hip problems so i needed an automatic vehicle.Upon having my credit and co applicants credit run the manager **** told us that our credit score did not qualify for a purchase of the 2020 kia ****** S and that we would have to lease for 1 yr with a high payment of $602.98 with option to buy and payments would go down.I told **** that my target payment was what i was paying on my ******* which was $428.00 knowing that we both were on disability and he still pushed it thru somehow.12/20 called dealership and told them that i wanted to purchase vehicle and i was told by manager **** that payments would go down tremendously after building credit in 1 yr of on time payments,and *** the salesman told us that we would have no negative equity on the trade in and that they were paying it off which means i would not have any additional monies attached to the purchase price of the loan for the 2020 **************** the time of lease we agreed upon $27,280.00 and the residual was going to be $12,305.00 so the lease contract says $602.98 why was i charged $605.79 ?Purchase of vehicle contract(s) were brought to us at our home due to co applicant being in hospital just had surgery and so **** a different salesman showed up with 2 contracts asking for signatures on both we asked why and his reply was because they were revising the original contract and he had us sign a blank contract with no numbers on it and reassured us that he would bring us our copies of contract after they were all signed by ******* etc.Never recvd contract for 3 yrs idk why they kept it from us but when i call Kia ******* they would tell me that as soon as i made my payment for that month they would send it to me never got it and ******* would tell me to go to dealership i did and they could not locate it why what did they do well they jacked up price to $42,934.32

  Business Response

  Date: 01/04/2024

  Good afternoon 

  my name is *************************, the General sales manager for Car Pros Kia of Huntington beach, I did review the contract and the selling price is matching what was agreed upon with the customer $27280 and residual value is $12305  plus they purchased a product from the finance department which is Pulse breaking system and service contract, they did purchase their lease out after one year that's why the amount finance is higher, I tried to reach out to the customer and it was no answer, I will keep following up with them to review their contract.

  my direct cell number ************

  my email *****************

  thank you

  Customer Answer

  Date: 01/04/2024

  GM called me and wants me to bring my vehicle in for a diagnostic on Friday the 12 of January but this is not acceptable for what has been done to me since 2019 when I was told I had to lease because my credit wasnt good enough and on top of that they didnt report my lease payments why they knew what they were doing and I didnt realize this whole mess until I got the contracts In Oct ***************************************************************************************************************** what I asked for cause thats only fair I dont need explanation of contracts I have been paying on this car now since 2019 and its been 4 yrs now figure it out over $20,0000 and a whole year of payments not reported to credit bureaus why and Im done trying to explain this needs to be *********** the longer they wait the more time  I will invest in legal counsel 

  Business Response

  Date: 02/08/2024

  Good morning

  we met with the customer and the concerns have been addressed.

   

• 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.

  id definitely never ever RECOMMEND no one gets a car for them. my car has been in the service department since i got it . theyve had my car for almost 4 months and barely update me on anything. i have to call them back to back to get hung up on or sent to voicemail . they have the worst customer service ive ever dealt with . told me my warranty covered the repair now telling me its not a $50 deductible after the texts stated thats all i had to pay . im currently on the phone with them still asking to get my car out of there possession to take it somewhere else because they clearly are not doing their job and hes giving me the run around . IF I HAD A CAR FOR LESS THAN A MONTH WHY IS IT EVEN BREAKING DOWN . they barely even wanted to get me a rental in the first place at that . i almost always have to **** near beg for a reply and they still dont even do anything they say . if i was told on july 26th that they were going to call my warranty why do i have to call again on AUGUST 16th for them to not even have called until the 17th about something he said he was getting on AUGUST 3rd . worst business ive ever done in my life . when they need something from you theyll call you 50 times in a hour but when you need something from them its like your bothering them . if bad business doesnt get worst than THIS ! THEY dont give me updates on my vechile and when i do call they hang up the phone. I couldnt even pay my first note before my car broke down !

  Business Response

  Date: 09/14/2023

  Hi *******,

  i am sorry to hear that your car have been here in the shop so long.  Thats not something we like to hear.  I will have ***** our service manager call you and go over why its taking so long.  Thank you and again we apologize for the delay.  

• Initial Complaint

  Date:09/08/2023

  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 took my car to the dealer ship for a recall they said they where waiting on a part and scheduled me to return when i let my check engine light came on when i returned they proceeded to tell me i needed a new engine that *** would cover it and everything else was fine. so they proceeded to replace engine and within 5 minutes after calling me to tell me i needed a new engine i received a long text stating i needed over **** dollars worth the work i said i could not afford that at the time. they finished my car in not even 1/4 of the time they said they would have it the car was rattling like crazy when you drove it i called and left several messages for service manager *****************************, and *********************** (the gentleman that first said i only needed the engine and my car was in great shape then texted me i needed **** dollars worth the wor) I finally drove the car down there and they said its because i needed the engine mount replaced they refused to look at it and turned me away. I then took it to two places they both said it was the bolts and screws where not tightened after doing the engine first place quoted m e 500 to tighten them then ********* quoted ****** i went with fire stone both places stated engine mount was fine and would need replacing in the future not anytime soon. I would like a refund for what i had to pay due to there negligence and putting mine and my childs lifes at risk by not properly tightening the bolts to scam me for money. No one will return my calls nor the corp head quarters of *** where i also filed a claim and that claim # is ********

  Business Response

  Date: 09/09/2023

  Hi *******

  im very sorry to hear that.  I will give you a call to further look into this and to assist.  You will hear from us soon.  Thank you 

• Initial Complaint

  Date:05/17/2023

  Type:Product 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.

  They sent me an email saying they could refinance my car loan. I messaged them back interested. They ran my credit multiple times, hard credit inquiries and then never responded to any of my emails or phone calls. My credit took a hit, and I still haven't gotten a refinanced offer.

  Business Response

  Date: 05/17/2023

  Hello ******, per our records we did not run your credit yet.  We don't have any inquiries showing for your file.  Please provide your proof we ran it and we will happily remove it for you.  Otherwise, we never ran your credit because you were not interested in a new car and we do not offer loans to refinance.  

  Customer Answer

  Date: 05/17/2023

  you guys are entirely full of it. See attached the email from hip that says he may be able to lower my apr. Also you guys literally let me drive off the lot after paying the down payment and signing the paperwork then called me the next day to pay an extra $1000 on the down payment and sign new paperwork. I ought to sue you. 

  Business Response

  Date: 05/18/2023

  Hello ******,

  we apologize you didn’t have a great experience the second time.  Thank you for the info regarding your communications with us and the info of the inquiry.  I did see the inquiries were from 2022 when you had first bought the vehicle however for the 2023 inquiry please give me a call at 714-274-6181 or [email protected] so that I can further assist.  Hope to hear from you soon.  

  Customer Answer

  Date: 05/22/2023

  I have called and emailed repeatedly over the past several months. I am not referencing the 2022 inquiries on my credit from when I bought the car. The inquiry from 2023 should show up on your end as you ran my credit and never responded to my inquiries regarding YOUR offer to lower my APR. I also spoke with an **** ********* before who said he would get back to me and never did. So please remove this 2023 inquiry off my credit. Why else would I need to call you? We are speaking through the BBB.

  Business Response

  Date: 07/13/2023

  Hi BBB,
  
  Below is screen shot of ****** *********** credit check.  We did not run credit on ******.  We did not make her a deal because she wanted to refinance her car and we can’t do that.  Below would show her credit score and would be a green check mark next to Credit Bureau if we did run her credit.  Thank you.
  

  Customer Answer

  Date: 07/14/2023

  See the attached report from Equifax through Credit Karma. Page two shows that you ran my credit in February 2023. 

  Also - see the attached email from *** ******* on February 21, 2023 reaching out to me to lower my interest rate. 

  Business Response

  Date: 07/14/2023

  Hello ******,

  I apologize for the confusion with that email campaign.  I've attached what it would looked like with the available options based on approved credit on a new Telluride for you to see.  This scenario is if your credit improved and if approved on a new telluride.  However, when we realized you only wanted to refinance the car, we didn't proceed with running credit as per the previous emails we sent with backup.  I will give you a call to go over anything else that may be helpful.  Thank you.  

  Customer Answer

  Date: 07/25/2023

  But you did run my credit per the attachment I sent to you.