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:02/21/2024

  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.

  We bought a new *** ******** in 2017 from *** of ************. It has been garaged in ****** ** since 2016 and has ****** miles on it. The clear coat the dealer put on is peeling off the car. This is a latent defect in **************** application by the seller. They wont address this issue. We want to get them to address this issue!

  Business Response

  Date: 02/22/2024

  We are a dealership located in Irvine, we have no dealings with you.  Please contact them directly. 

• Initial Complaint

  Date:11/13/2023

  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 11/11/2023 around 5pm I went to Kia ****** with intencin to buy a used car for my son ***, the salesman *********************** was helping us, we choose 2 cars and wants to know the terms and conditions for the loan. First they run my son credit to see what was the rate and payments he will get (*** has a 780 fico) they came back with a 15% rate and I don't like the payments, they asked to co-sign for the loan, I told them that I don't want them to run my credit with a lot of banks and only agree to be run by *** and ***** Fargo because my credit in experian by ***** Fargo my fico is 850, they agree to that, but they wants to sell me warranty and theft protection which I said no, they keep arguing that theft protection is obligatory because came with the car, I said that was my choice and don't wanted. They remove all and when we went with the finance person found out that they were putting loam only in my name, made them change and add my son. All the time numbers and conditions keep changing which I don't like and told finance to don't do it that I will call back Monday, he kept all my paperwork and info. The next day Sunday 11/12/2023 I call salesman *********************** because found out they did run my credit with 4 banks, he reply that he didn't do it that was finance, I told him that he promised me that my credit was only to be run by *** and ***** Fargo. he reply that the day I was at the dealer I make him waste 3 hours of his time and hung off on me. I call the dealer ************ customer service answer and I ask to be transfer to a manager to complain of salesman, how many times they run my credit, and what happened the day I was there, they asked for *****'s name and phone number which I provided and they told me that Manager **** of **** was busy and he was going to call me back what so far he haven't done it as today 11/13/2023 it's 1pm. I want them to remove the 2 enquires that they didn't told me.

• Initial Complaint

  Date:10/17/2023

  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 September 25th, my car was involved in a collision and subsequently brought in for inspection and repairs at Kia of Irvine on September 29th. However, on October 2nd, I received a phone call stating that my brakes required attention, with their advisor team attributing this to normal wear and tear. It is imperative to note that on September 8th, I was provided with a multipoint inspection documentation indicating that the brakes were in satisfactory condition. After the collision and the car being brought in to **** I came to inspect the car myself, get the multipoint inspection documentation, and speak to the mechanic. I had to make repeated attempts to secure physical copies of both multipoint inspections, illustrating that my breaks passed 2-3 weeks ago and upon collision there is now a hotspot, my requests were met with resistance. It took the intervention of a different advisor to obtain the necessary documentation, and today, I was made aware that this information has not been conveyed to the claims adjuster. Furthermore, the technician servicing my car confirmed that the brake issue is unrelated to my driving habits and concurred that it could be linked to the collision. This information has not been communicated by the service advisor to my claims adjuster. This situation leaves me with two disconcerting possibilities: either there is falsification in the documentation provided in multipoint inspections, as brakes deteriorating within a mere two weeks is highly improbable, or the company is not willing to work with the insurance company for other motives as demonstrated by their contradictory information provided to myself and the claims adjuster and hiding of vehicle information.

• Initial Complaint

  Date:09/10/2023

  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 took my Kia ******* for a regular OIL Change to the dealership: KIA of Irvine located at 45 ******** - Irvine ** ***** - Phone: ************** on 09/08/2023.After leaving the dealership and traveling less than 2 miles, the car began to misfire, engine alarms went off and the car began burning oil and fumes entered the cabin. I took the car to the dealer immediately and the cause was that they left the OIL filter loose, and the OIL sprayed all over the engine compartment. I am noting that the OIL was almost fully depleted exposing my engine to permanent damage.I am the original owner of this car and have always taken great care of it. However, this dealership's negligent actions created unnecessary damage to my car and exposed me as a driver to risks in the middle of the highway.The negligent and unprofessional actions of this dealership cannot be ignored, and I now expect that KIA *** makes things right by taking immediate corrective actions with this dealership and contacting me to fully diagnose my car and look for any additional damage as a result of the lack of care and quality of service from KIA of Irvine.

  Business Response

  Date: 09/18/2023

  Sorry for the miscommunication with your vehicle.  This sounds like an issue you may need to take up directly with the factory. ************

  Customer Answer

  Date: 09/19/2023

   

  To the contrary. Here is the answer from the manufacturer for the case I have opened with KIA:

  "Thank you for contacting ****************** We are sorry to hear about the concerns about your *** ******** and your service experience with KIA of Irvine. The *** dealerships are independently owned and operated. As the vehicle manufacturer, we try to work with each dealer location closely and take these matters seriously. Your concerns will remain on file here within *** ******** and we will also provide feedback to the appropriate dealership personnel.
  If you have any further questions, contact us at ************ (option 2, 5) and refer to your case number.
  Sincerely,
  *** *******"

  In other words, it is the KIA of Irvine responsibility to make this right.

• Initial Complaint

  Date:08/12/2023

  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.

  First things first, I have never had any issues with my car.. ever. I started taking my car here when I moved here from Washington. I have never been fully satisfied but I kept coming due to my car being in warranty. I took my car here in June to get its normal service. About a week or so after this, I was driving on the freeway and my car started to stop. I could not drive more than 40 MPH and it was really scary. I took my car to the dealership and they assured me they would handle it asap. Turns out I needed a whole new motor and engine. It took them a MONTH to get my car back... During this time, my service adviser never contacted me. I continuously called to reach out to someone and when I would call, he was busy, not in or they had no update. I was also told I could not get a loaner vehicle.. This to me is absurd because I work full time and 30 minutes from my house. I started having to take Lyfts and Ubers to work which is extremely expensive and not realistic. I had to miss work and start having my boyfriend drive me to work which was a lot gas wise. The finally offered me a rental car.. two days before my car was finally done. I asked if everything looked good and I was fine and they said it would be. A week or so later my battery died.. I had to buy a whole new battery and they said it wouldn't be covered. Now, my car is completely dead again. It will not turn on, it will not start, it wont lock. Nothing. I have called and asked for advice and they just do not help and they do not take it seriously. They do not care about customers and they do not take care of us. Like I said, I keep up with my car and I asked them many times if I was going to be fine.. my car was completely looked at and they told me yes. I never had issues until I went here. This has been such a big inconvenience and strain mentally and financially.

• Initial Complaint

  Date:07/27/2023

  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 *** 09/2021 due to a horrific grinding sound when the car goes from reverse to drive. The dealer couldn't figure out the issue. We mentioned it several times over the year; however, they never documented it nor did they hear it so they assumed it didn't exist. Finally, in April 2023 the grinding became more prominent. The technician said he finally heard something, and they had to order the part. He assured me he would call me when the part came in. On June 6, 2023, I still had not heard anything from the technician; therefore, I called, and they stated my part was there. I dropped the car off and didn't hear from anyone until I called them on June 8, 2023. The car had not been looked at and the technician didn't even realize the car was there. I heard back from him on June 13, 2023, after I followed up and he told me they needed to order another part. I never heard back from them again until I followed up on June 16, 2023. On June 16, 2023, ***** told me they approved a rental car for only 3 days and assured me my car would be ready June 21, 2023. I never got the rental car and ended up picking up my car June 23, 2023. As my husband was driving it the grinding and jumping continued, I called *** first thing the following morning and they came to pick the car up from my house, at this point it wasn't safe to drive. We agreed to let a tech take it home and drive it to find the issue. My husband called to find out what was going on with the car and *** basically said due to the fact I filed a complaint with corporate they will no longer work on my car. A complaint was filed with ******** on June 26, 2023. As of today, I still do not have my car, nor have I heard anything from *** corporate. I have contacted another dealer and they do not work on EV. The service and follow up with *** has been horrific and not having a car I am paying for is very frustrating,

  Business Response

  Date: 08/04/2023

  Thank you for reaching out.  We will let the Service Director ***************** know of your concerns and he will contact you.  If you would like to schedule a time with our Used Car Director ******************* for an appraisal please let us know.  You can email us ********************************

• Initial Complaint

  Date:05/16/2023

  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.

  This Kia ********** does not want to fix any issues. *** had breaks squeaking and missing trunk cover for almost a year now. The car came fully loaded. Asked several people can you pull up my info? They say we need a due bill and that is an additional extra item if i wanted to purchase it. But when i initially test drove it and bought the car the trunk cover was in the car. After buying it they took it to wash and detail it and never put it back. Their front desk lady is absent. Doesnt even acknowledge Im standing there as she eats her cookies and rolls her eyes. Very unprofessional. Wish i never purchased a car from them. Constant issues with it and decently unprofessional people. They take the car for days and never respond as to when its ready. I have cameras and they only work on it soon as i call in and say is the car ready? They say theyre still working on it. When for hours it just sits with no motion/sensors. Do not buy from them as they dont help you even after you buy a $58k car.

• Initial Complaint

  Date:03/21/2023

  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.

  Hands down, this dealer's given me the worst experience as a car owner I've ever had. While on the freeway, my car's gone into "limp mode" taking me down from 70mph to 20mph within SECONDS. I have been so lucky to avoid a car accident all three times this has happened.After limp mode, the check hybrid system warning came on my 2017 Optima in July of last year and this will be the third time they're trying to fix it. Every single time I've had no loaner/rental vehicle, long wait times (55 minutes today), temporary solutions, and terrible customer service. If you're looking for a headache free experience, I honestly don't think this is the place you should spend your hard earned money.

• Initial Complaint

  Date:07/25/2022

  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'd like to report Kia of Irvine on 45 ********. Irvine, ** ***** regarding my 2019 *** ******** LX FWD car. Since ************** has not fixed the same air conditioning issue on the car, after five unsuccessful repair attempts and I had to take time off work for five whole days and commuted from Riverside to Irvine to take in the car to the *** ******* Its still not fixed. The air conditioning unit has been blowing hot air since the day I purchased it from *** on 6/7/2022. On Thursday, July 21, 2022, ******************* a service advisor of Kia of Irvine (45 ********. Irvine, ** *****) claimed the service department fixed the broken air conditioner issue by replacing the evap core, however, the air conditioner is still not fixed and blowing low level warm air. On the passenger side the A/C is blowing very low warm air, much lower than the driver side. That was my sixth visit to the Kia of Irvine ******* On 6/21/2022 (first time) I brought it to the Kia of Irvine dealer and they claimed they fixed the issue, however on 6/30/2022 the air conditioner stopped working again. I took it in to the same Kia of Irvine dealer 7/6/2022 (second time) and they claimed there is a leak but they cannot find it. I stayed at the dealer to wait for the fix for 7 hours. On 7/14/2022 (third time) I went back to the dealer after they put dye in the A/C unit to see where the leak is. On 7/19/2022 (fourth time) I went back to the dealer to have them check where the leak is coming from and remove the dye. On 7/20/2022 (fifth time) I went back to the dealer and they claimed the dashboard needs to be taken off to replace the evap core that has the leak, and they gave me a loaner car for one day. The next day on 7/21/2022(sixth time) I went back to the dealer to return the loaner car and apparently the evap core was replaced and the air conditioning unit was fixed. However, A/C is still not fixed. Please buyback the car, or else I am considering pursuing legal action against *** and Autoland.

  Business Response

  Date: 07/29/2022

  Thank you for your recent feedback.  If you have an issue with the vehicle please contact ******************** and file a case with them. ************.  They can assist you in trouble shooting your issues. 

• Initial Complaint

  Date:07/21/2022

  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.

  Multiple visits to *** for the same problem. Front passenger blinker. It has been a problem since it was under warranty, now they claim that I need to spend $1500.00 to fix the problem. They wouldn't give me my keys today until I paid $190.00 for "parts".I have had my engine partially rebuilt. That was under warranty, but it took days. I had to rent my own car. I dropped off my car last night, and this morning when I called, they couldn't find it. It's BRIGHT yellow.My business is providing Seniors transportation.