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:04/15/2025

  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 purchased a ***** CX5 from *** Irvine on July 31, 2024 with ****** mi. At the time of purchase, the vehicle smelled of burning oil and had slight smoke coming from the engine on a test drive. The sales manager assured us an oil leak had been repaired (valve cover gasket) and the smell would "burn off" and if we had any problems with the oil continuing to leak they would take care of it. We took the vehicle home and the next morning found significant oil leakage in our driveway. We returned the car immediately to the dealer at which time they "replaced the Valve Cover and gasket" and assured us the leak was repaired. The next morning we shipped the vehicle to ****, ***** where our daughter attends college. She continued to smell oil burning but waited to do anything since we had been told by Irvine *** it would "burn off". On 11/11/24 at ***** miles she brought the vehicle to University ***** in ****, ** and was told the valve cover was cracked and the crack had previously been covered with gasket sealer! We replaced the cover hoping the problem was fixed and we could move on.Our daughter STILL continued to smell burning oil and on 12/13/24 at ***** miles she went back in to University ***** where they found there was residue in the rear of engine which was cleaned by spraying degreaser, checked valve cover and no leak from there.Our daughter STILL continued to smell burning oil so on 2/21/25 at ***** miles, she returned to University *****. The engine was degreased and reinspected and after finally running cleaner engine area, a crack in cylinder head was found including bolts that were both missing and stripped. They recommended the head to be replaced at a cost of $4200.We have asked Irvine *** to share in the cost of this repair. It is very apparent that whatever they did at the time of the sale claiming to have fixed the oil leak, clearly there was a greater issue all along and clearly the valve cover repair they did was not done properly.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to the customers concerns.

  The vehicle in question was sold "As-Is", with no warranty expressed or implied. At the time of purchase, the customer was offered the option to purchase a *************** Contract, which would have provided extended coverage; however, the customer declined that offer. As stated by the technician at ****************, there is no definitive way to determine whether the issue with the cylinder head could have been detected at the time of sale. Furthermore, it is unclear when the damage to the cylinder head actually occurred. It is important to note that the vehicle was purchased in July 2024, and the issue was not diagnosed until February 2025approximately seven months later. During that time, the vehicle was also inspected by ****************, and they too were unable to identify the problem with the cylinder head. We understand the customers frustration; however, given the time elapsed, the nature of the sale, and the lack of coverage, we believe we have fulfilled our obligations in accordance with the terms of the purchase.

• Initial Complaint

  Date:03/12/2025

  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 am extremely disappointed with ***s warranty policy and poor vehicle design. My *** **** recently had an A/C failure while driving under normal conditions. After taking it to a *** dealership, I was told that the issue was caused by a small rock hitting the A/C condenser, leading to refrigerant leakage. Because of this, they denied my warranty claim, citing external damage.This is completely unacceptable. The A/C condenser is placed at the front of the ******** fully exposed with no proper protection. It is inevitable that dust, debris, and small rocks will hit this area during normal driving. If a simple road pebble can cause a major failure, then this is a design flaw, not an accident.Why is this ***s responsibility?A well-designed vehicle should account for normal road conditions. Other manufacturers include protective grilles or guards in front of key componentswhy doesnt ***?This is not an isolated case. Many *** owners have reported similar issues, yet *** refuses to acknowledge it as a design problem.Denying warranty claims under these circumstances is unacceptable. If normal driving can easily damage a critical system, *** should either redesign the part or cover it under ************** Thoughts I expected better from ***, but this experience has made me question their commitment to customer satisfaction. I will not be purchasing another *** ******** and I strongly encourage others to research these design flaws before ********* *** should fix this problem for me without any excuse. with corved by *** warrenty ( mileage when i dropped of at dealer: ***** miles)

  Business Response

  Date: 03/13/2025

  Zhehang,

  I want to start by saying that I completely understand how frustrating this situation must be. As we discussed when you picked up the vehicle, unfortunately, Kia of Irvine does not have the authority to approve this warranty claim. I encourage you to reach out to *** ******** **** to see if they can assist with covering the claim. That number is ***************.

  Additionally, we will be reaching out to *** on our end to request goodwill assistance for the repair. As soon as we receive a response, we will update you on whether they can cover the full or partial cost of the repair.

  ****** ****** - General Manager

  Customer Answer

  Date: 03/13/2025

  Your response to my warranty claim is completely unacceptable. *** cannot simply find excuses to deny warranty coverage on a vehicle that is still within the valid warranty period. This is a clear violation of customer trust and a failure to uphold **** warranty commitments.
  
  
  As stated in **** own warranty policy, the air conditioning system is covered for 5 years or ****** miles. My vehicle is well within this period, and the failure of the A/C system should be covered under warranty without question.
  
  
  The fact that *** is refusing to honor this warranty due to a so-called external factor is completely unreasonable. The A/C condenser is placed at the front of the vehicle with no protective cover, making it naturally exposed to dust, debris, and small rocks during normal driving. If a minor road pebble can cause such damage, then this is clearly a design flaw, not an accident that should void my warranty.
  
  
  I demand that ***:
  1. Immediately approve my warranty claim and cover the full cost of the repair.
  2. Provide a formal response explaining why the A/C condenser is left unprotected, despite being vulnerable to common road conditions
  
  

  Business Response

  Date: 03/13/2025

  We contacted *** to request Goodwill assistance for this repair, but our request was declined due to the vehicle's limited service history with only two visits in ****** miles. Its important to note that this is not a complaint against Kia of Irvine; the issue stems from ***s decision not to cover a part damaged by external factors. However, Kia of Irvine is willing to assist the customer by offering a discount on both labor and parts if they are unable to secure coverage from *** through Consumer Affairs. We suggest Zhehang reach out to *** Consumer Affairs and file a complaint to explore the possibility of having the full cost of the repair covered.

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

  
  
  
  

  
  

  Customer Answer

  Date: 03/25/2025

  Dear All,
  
  Thank you for your reply. I would like to respond with the following important points:
  
  
  1. I purchased the vehicle from your dealership.
  When an issue arises, it is natural and reasonable for me to return to the original place of purchase to seek assistance. It is unacceptable and irresponsible to push the customer to deal with the manufacturer directly while the dealership avoids taking responsibility.
  
  
  2. Service history is not a valid reason for denying a warranty claim.
  As a consumer, I have the right to perform routine maintenance at any qualified service provider. I specifically confirmed with your team over the phone that servicing outside the dealership does not void the warranty, and that air conditioning system repairs would be covered as long as the vehicle is within the warranty period which it is.
  
  
  3. The damaged component is located inside the vehicle, behind the bumper.
  There has been no collision or external impact, and the bumper remains fully intact. Claiming external damage as the cause of a part failure that occurred internally is not only unacceptable, but also illogical and misleading.
  
  
  I urge *** to take this issue seriously and not allow customers to lose faith in the brand. This is a clear case where the customer deserves proper warranty service. I respectfully request that *** honors the warranty and covers the repair cost in full.
  
  
  Thank you for your attention to this matter. I look forward to a fair and timely resolution.
  
  
  Sincerely,
  
  

• Initial Complaint

  Date:02/17/2025

  Type:Product 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.

  Complaint Details:I purchased a 2023 Kia ********* (VIN: *****************) from Kia of Irvine on February 21, 2023. On October 19, 2024, I submitted a cancellation request for my ************** Maintenance, and Extended Warranty. The dealership confirmed that the refund would be processed and sent to my lienholder, ****************However, it has now been over three months, and despite multiple follow-ups with Kia of Irvines ******* Manager, ***** ******* ************************************ I have received no response or refund update.I have also contacted Kia ******** but they redirected me to Kia ******* ******** which I am unable to reach due to language barriers. The dealership has completely ignored my emails, and I am still waiting for my refund.Desired Outcome:I request that Kia of Irvine and ******************* immediately process my refund and provide a clear timeline for the payment to my lienholder, ***************. If the refund is not processed within seven business days, I expect further action from BBB to hold them accountable for their failure to fulfill their financial obligations.Thank you for your assistance.

  Business Response

  Date: 02/17/2025

  I have reached out to my business office to provide an update on the cancellation.

  Once I have receipt of the confirmation of cancellation I will follow up.

  If the cancellation has not been processed, I will expedite the cancellation process.

  Thanks,

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

• Initial Complaint

  Date:02/12/2025

  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 purchased a car from Kia of Irvine on November 22, 2024. When I purchased the car, there was an added fee to my total for additional security apps. In total, the extra cost was about $1500. I asked for it to be removed and was told that removal was at the discretion of the manager and the manager there that night said no. Ultimately, I purchased the car. The next day, I reached out because I realized I was never given information on how to access this 'app' that I had to pay for. I was told that someone would get back to me with the information. Since then, I have called Kia of Irvine numerous times, always with the same response. No one ever gets back to me. I have also email the person who handled my paperwork (which is who people said would call me back). He responded to the first email, saying he would look into it and I've gotten no response since. I have reached of to ***** ************* twice. The first time I was told someone would call me back, no one did. The second time, I was told that the issue really fell with Kia of Irvine and they would file a complaint on my behalf with the Director of Sales over Kia of Irvine and I should hear back. It's been over a week now and I've heard nothing. At this point, I've paid almost $1500 for access to nothing. I'd like to get a response from the organization (which is basically ghosting me) and get my money back (ideally) or get access to this app I was forced to pay for.

  Business Response

  Date: 02/20/2025

  I wanted to respond earlier but needed to wait until I has able to. I got with my *************** to start to the refund process. I wanted to also apologize for the delay in the processing and the contracts are being cancelled back to the original request date.

   

  Thanks 

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

  Customer Answer

  Date: 02/24/2025

  
  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,
  
  Chammarra ******
  
   
  

  Customer Answer

  Date: 03/13/2025

  Hi,

  Thank you for your support. The reason I reached out to you guys is because I feel as though there hasn't been any movement of this case and I want to make sure it doesn't get dropped/ignored by the organization. The response from Kia of Irvine came on 2/20/2025. Once I said that I accepted the response, there has been no further communication. I am not sure how to connect with them and ensure that this actually gets solved.

  Chammarra ******

• Initial Complaint

  Date:01/21/2025

  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 took my 2016 ***************** to this dealer in September 2024(The same dealer I bought the car from a few years ago) due to a problem with the hybrid system. The dealer informed me that the hybrid battery needs to be replaced and it's still under warranty. It's now the end of January 2025 and they still have my car because they are still waiting for the new battery.

  Business Response

  Date: 01/30/2025

  Thank you for your inquiry regarding the hybrid battery replacement. Regrettably, the battery is on national backorder from **** and until they are able to fulfill our supply, there is limited action we can take to accelerate the process. We sincerely apologize for any inconvenience this may cause; however, please be assured that this situation is entirely beyond our control at this time. We appreciate your patience and understanding.
  

  Customer Answer

  Date: 01/30/2025

  They need to expedite. It's been over 5 months! 

  Business Response

  Date: 01/30/2025

  Thank you for your continued patience and for bringing your concerns to our attention. We understand your frustration with the delay in replacing your hybrid battery, and we want to reassure you that we are doing everything in our power to resolve the situation.

  Unfortunately, the hybrid battery you need is currently on a national backorder, and we have no control over the supply chain disruptions affecting its availability. We know how important it is for you to have your vehicle repaired and on the road, and we are closely monitoring the situation to ensure that as soon as the battery become available, we can replace yours as quickly as possible.

  We sincerely apologize for the inconvenience this has caused and appreciate your understanding during this time. If there are any updates or changes, we will notify you immediately. In the meantime, if you have any additional questions or concerns, please feel free to reach out, and we will be happy to assist you further.
  

  Customer Answer

  Date: 02/06/2025

  
  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:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 are not honoring the vehicle warranty on my vehicle. I contacted the manufacturer and they advised the dealership per email of the Certified Pre-Owned Warranty on the vehicle. It seemed like discrimination, the general manager refused to authorize the repairs and it was not alligned with state law or the policy Kia *********************** did not give me a detailed estimate of the necessary repairs for the vehicle. An invoice providing this information was not provided. I took the vehicle to another repair shop earlier in the day and was advised that it was a engine problem. Yet the vehicle was still drivable and I drove it to the Kia ********** larter that same day and left it for repairs.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 attempted to purchase a 2021 Kia **** from Kia of Irvine in Irvine, CA, advertised on their website for $13,499. The sales representative I dealt with was ***** *****, and the issue occurred on November 29, 2024.The first issue was with the price. After I expressed interest in the vehicle, a $1,495 charge for a theft recovery system was added to the total price. This charge was not disclosed in the advertised price or in the online listing, which I saw on [Dealership Website] on [date]. The advertisement did not mention that this charge was mandatory or included in the price, and when I asked for it to be removed, ***** ***** claimed it could not be removed, even though it is an optional dealer-installed add-on.The second issue involved the financing terms. I was offered an APR of 7.56% for 72 months with $0 down payment. However, the paperwork I received from the dealership showed a higher APR of 7.88% for the same terms. Despite requesting clarification and a correction, these discrepancies were not resolved.I contacted ***** ***** several times to address these issues and was told that the sales manager would contact me. Despite this assurance, no one from the dealership returned my calls. I have not signed any contract as I cannot proceed with the purchase under these misleading terms.I believe this dealership is engaging in deceptive practices by advertising one price and financing rate while adding undisclosed charges and inflating the financing terms when a consumer is ready to buy. I request that the dealership be required to honor their advertised price, remove undisclosed charges, and provide accurate financing terms without misleading consumers.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Saturday, July 6th, we went to the dealership to sign a new lease agreement for the 2024 Kia *** Light. As we inspected the car ourselves, we noticed a large scratch on the rear passenger side of the car as well as a misaligned tire mold. However, my credit had already been run for the lease. After hours of discussion and arguments, maintenance and management said that the scratch would come out with buffing, and we were told that if they were not able to buff out the scratch, then we would be issued a new car. When my son brought the car into the dealership on Monday, July 8th, to have the car fixed, he was told that the scratch is not buffable and that the car would have to be sent into the bodyshop to be fixed, no mention of the issuance of a new car was made. This was not what was agreed upon as the damage to the vehicle was more serious than the Kia **** ****'s previous appraisal and unacceptable to us. Given the assurances made at the time of the lease, I requested that the dealership honor its commitment to replace the vehicle. I expected to receive a new car in pristine condition, and the current state of the vehicle does not meet those expectations. We must receive compensation either in the form of a replacement vehicle, or in the form of a lowered payment and fully repaired vehicle. I would also like a written formal apology from the Sales Manager, *********************, and compensation on behalf of *** for his sexist and condescending attitude and unwillingness to amend the situation, discounting what I knew was real damage to the car as "just in your head" and saying that "it was just one point off of your credit" as well as "hey, it's just business, don't take it personally". These statements clearly demonstrate an absolute lack of respect or care for the customer as well as complete unwillingness to take into consideration only what I, the only woman in the room, was saying.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  NHTSA Recall number 23V218 SC267 for a 2016 *** **** ** high voltage battery issues.Car has been at the dealership for 204 days and counting, have done everything *** has requested of me and paid for everything including the tow to the dealership, No loaner car no nothing but an ever changing excuses.Was tracking in late December 2023 an E400 battery from ***** to **********, Customs, and that's where it vanished, ***** a *** ******** care who said she was in charge of ordering the ** batteries has also vanished.My new Escalated case worker ******** is not helping and I only get canned responses that say the same thing.We are waiting on a ********* ** main battery, the car only has ****** miles on the odometer and they are only offering $5,000.00 in trade for a new car.The dealership says the battery is on national backorder.Please help no one is doing anything, get a different response with each different person at *** care, That Recall doesn't apply to you, only thing we owe you is a gear for the electric park break, You never got such a letter (Yes I did and still have it), One girl had a ohh s*** moment reviewing the case but would not tell me anything, ******** says it is backordered.Please help I am stuck in a very bad situation.Sincerely, ************* $25,000 for a car that only delivered ****** miles dead on the side of the road.

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Felony tax fraud. Agreed on $17,591 as listed. Marked $17990 on all official dmv paperwork and final price. They snuck in $500 difference and did not charge acurate sales tax, which Im guessing they pocket the difference.Finance manager insulted me, rushed me and did not explain what I was signing. Felt deceived by price change and sneaky tactics. I want to resolve the price difference or return the car. Please