Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *N 9/17/2024, I T*WED A 2023 *** STINGER INT* THE DEALER F*R A DIAGN*SIS. THE DEALER DETERMINED THAT THE TRANSMISSI*N WAS FAILING AND NEEDED T* BE REPLACED. THE DEALER THEN C*NTACTED *** *F AMERICA T* SEE IF IT WAS UNDER WARRANTY, AND IT WAS. THE CAR WAS THERE F*R A C*UPLE WEEKS, WHEN THE DEALER THEN CALLED AND SAID THAT IT WAS FIXED. WE PICKED UP THE CAR AND *N THE WAY H*ME IT STARTED T* *VERHEAT AND MADE IT H*ME SAFE AFTER BEING PUT IN DANGER DUE T* THE DEALERSHIP N*T FIXING THE TRANSMISSI*N C*RRECTLY AS WE PARKED THE CAR IN THE DRIVE WAY WE N*TICED THAT THERE WAS S*ME LIQUID LEAKING FR*M UNDER THE CAR AND THAT THERE WAS A L*SE S**** AS WELL. I THEN C*NTACTED THE DEALERSHIP AND TALKED T* THE SERVICE ADVIS*R ***** AND LET HIM KN*W THAT SITUATI*N, ***** STATED T* BRING THE CAR BACK AND I LET HIM KN*W THAT IT WAS N*T SAFE T* DRIVE. I THEN HAD THE CAR T*WED A 2ND TIME AT MY EXPENSE *N 10/4, DEALER STATED THAT IT WAS THE TRANSMISSI*N FLUID H*ES THAT WAS N*T TIGHTEN. I WENT IN THERE AND TALKED WITH THE SERVICE MANAGER **** AND LET HIM KN*W H*W FRUSTRATED I WAS WITH THE **** THAT HE PUT *UR LIFE IN DANGER BY N*T HAVING A QUALIFIED TECH T* D* THE TRANSMISSI*N REPLACEMENT. WE PICKED UP THE CAR AGAIN A FEW DAYS LATER AND G*T IT H*ME AGAIN AND AFTER WE PARKED IT THE CAR LEAKED AGAIN AND ALS* N*TICED N*TICED THAT THE SPLASH GUARD WAS C*MING *FF FR*M THE B*TT*M *F THE CAR. I THEN REACHED *UT T* THE SERVICE ADVIS*R ***** AND THE SERVICE MANAGER T* LET THEM KN*W THAT THE CAR WAS LEAKING AGAIN AND THE SPLASH GUARD WAS C*MING *FF, SERVICE MANAGER STATED T* BRING IT IT AND I LET HIM KN*W THAT I W*ULD N*T DRIVE IT AND HE HAD T* PAY F*R A T*W AT THE DEALERS EXPENSE. THE DEALER THEN C**RDINATED A T*W AND DISC*VERED THAT THE * RING HAD DEBRI AND IT WAS REPLACED. WE PICKED UP THE CAR AGAIN AND THE SERVICE MANAGER INSULTED AND HARRASS MY S*N UP*N GETTING THE CAR. MY S*N DR*VE THE CAR H*ME AND PARKED IT AND N*TICE THAT IT WAS LEAKING AGAIN AND THE TRANMISSI*N WAS N*T INSTALLED C*RRECTLY.

  

  Business response

  10/21/2024

  We are currently working with Ms. ***** to resolve the issue. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner purchased a 2025 *********** for my kids and I. The purchase was on 6/30/2024. I noticed on 7/01/2024 that when driving the car the driver side mirror shakes A LOT. It is very hard to see out of the mirror and to top it off I have astigmatism so it makes it even harder to see. I had to wait till 7/2/24 to contact them because they are closed on Sunday. I spent almost all day trying to contact them because once they make their sale they dont care about the customer. They left my partner a voicemail stating they will not provide a courtesy vehicle that way I can still drive to and from work, and they cannot look at my car until 7/25/24. Almost 1 month after purchasing it. They are refusing to look at it on a weekend that way I do not have to miss work to fix a vehicle they sold me with a defective part. They are doing absolutely nothing to reconcile this. All they cared about was making their sale. To top it off. My partner bought his vehicle, a 2024 EV6 about 1 week before buying mine and one of the lights on his new car is not working and same thing. They are doing absolutely nothing to reconcile his vehicle either. They want both of us to have to take time off work to fix vehicles they sold us with defective parts and are doing absolutely nothing to help us get them fixed without putting us out of work. We just want them fixed without having to take time off work or having to spend even more money to rent a vehicle while they are being repaired.

  

  Business response

  07/04/2024

  We have carefully reviewed the complaint submitted by ******************************* concerning the purchase of a 2025 *********** and a 2024 Kia **** reportedly made at our dealership, Riverside Kia, on June 30, 2024. After thoroughly checking our sales records for the specified date and surrounding dates, we found no record of **************** purchasing any vehicle from Riverside Kia at any time. It appears there may be a misunderstanding, and **************** might have mistaken our dealership with another. We take all customer complaints seriously and strive to provide excellent service to all our clients. However, since there is no record of these transactions at our dealership, we believe this issue does not pertain to Riverside Kia. We kindly request that **************** verify the correct dealership involved in her purchase to ensure her concerns are addressed appropriately. Please feel free to contact us if there are any further questions or if we can provide additional information. Thank you for your understanding and assistance in resolving this matter.

  Customer response

  07/12/2024

   I am rejecting this response because:
  
  Hi, thank you for your email. I am 100% positive it was them. That is another issue I have with this business. They are liars. They even commented on my ****** review stating I have the wrong *** know **** well it was them. I am 100% positive no one bought 2 vehicles from them within a 2 week time frame. As I mentioned it the inital complaint it was my partner and I who purchased them. They are under his name, *******. This bank statement was the down payment for my Sorento. He put over ****** down for his EV6. I dont have his bank statement. But, an update is my car is currently at the dealership in the service department. His has not been looked at still. Please see attached for my bank statement. Thank you
  

  

  Business response

  07/12/2024

  The vehicle was under ************;***************** and not under ***************************, the person who filed the complaint. The customer brought the vehicle to the service department and the mirror issue has been resolved. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used 2020 Audi Q7 from Riverside Kia. I was not disclosed any details of damages or potential damages on the vehicle. I started getting warning ??, engine light and error message Drive malfunction. I reached out several times to the ********** and no one responded. While driving the vehicle on Saturday, June 15, the vehicle was stalling and was hard to accelerate in slow speeds of 10 miles per hour. I took the vehicle home. I called the Kia ********** again and try to speak with the salesman that assisted me in the transaction. And I was told he was working with a customer and would call me back. I never received a call. On Monday morning, called AudiUsa, to see what assistance they were able to provide, maybe they would know why the warnings were occurring. As I am driving home on Monday afternoon, the lights and warning messages came up again. I called Audi ********** to see if they would take a look at the vehicle. I was given an appointment for Tuesday at 7:20 am. I was given an initial inspection report and video. It detailed how bolts and parts were missing from engine. When I went into the Kia **********. I was given the runaround. No ones available. Service manager *** continuously telling me he cant make any decisions. Even after he reviewed the official video from the Audi technician. He told me, if the vehicle is missing bolts, thats an easy fix. But for the engine light thats on you. If I was you, I would call my insurance and file a claim. I told him why would I file a claim for something I didnt do, that would be a lie. He told that he couldnt authorize a tow truck, that I need to bring my car in. But kept insisting that he didnt know anything about Audi vehicles but that we need take ******* Audi out of the picture. I the service that the vehicle is unsafe and I was not driving it to him. He said its only two or three blocks, it would be a big deal. I told him then you or your personnel need to drive the vehicle over.

  

  Business response

  06/22/2024

  We are truly sorry for ****************** experience at our dealership. On Friday, June 21, **************** visited us and, per her request, we exchanged her Audi for another vehicle. Customer satisfaction is our highest priority, and we hope **************** is pleased with her new car.
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle (202* *** **** EV) February 18 of 2024 and sold my old car (2014 ****** Corolla) to the person who sold me the *** ******* He stated he would come to my Pasadena address that evening with payment of the vehicle and I would sign over the pink slip to him. Later, he called and stated that he couldnt make it and would come Monday. Next day, same message. Tuesday, no call. Wednesday, I called *** and stated I was going to report the vehicle stolen by close of business if **** didnt return my call. Within 5 minutes he called and eventually came out that evening with the money and I signed the pink slip. A few weeks later, I got a letter from the *** stating the vehicle was still in my mothers name. I called, **** said he would take care of it. Its now June and the vehicle is STILL registered in my mothers name. I called and spoke to the ** of *** * times; spoke to **** at least * times. Still not done. The *rd of June, I spoke to ************** (General Manager) and he was extremely rude. I spoke to **** and he claimed that there is no **** working there (even though *** called several times, asked for him, and they transfer me to him, including THAT TIME).This organization should be stripped of its business license and no longer should be able to sell cars. The ** knows his employee(s) is/are title jumping, which is against the law, and wont do anything about it. **** should have been fired immediately for doing something they know is illegal and jeopardizing the dealership.

  

  Business response

  06/04/2024

  This must be a mistake, Riverside Kia has not sold a 2023 ******** to *************************** in February of 2024 or anytime before/after that date, and we do not have a record of his name in our system at all. Additionally, we do not have, nor have we had, an employee named *********;in the past three years. We are certain, ************ must have mistakenly taken Riverside Kia for another Kia *********** We recommend double checking the dealership details and contacting the correct location to address his concern.  Thanks

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a 2015 ****************** I have taken my vehicle to the dealership several times since Sept 16, 2023 about a problem with the Hybrid system. I have been told that there policy does not allow them to request a rental car for a customer until it is approved for repair work. They do not have loaners. They had my car for 21 days and then I had to return it after paying $1,280.00 for a repair that did not fix my problem. They had it for 14 more days and claimed that the problem came from a transmission that was going bad. I sought transmission replacement elsewhere to save money and received my car back Oct 26,2023. I still had the same problem but a better transmission. On Nov 3, 2023 I spoke to my service manager ***************************** and made an appointment for Nov 10, 2023. I had to return my vehicle Nov 8, 2023 because although it will turn on, the vehicle will no longer move. I have provided video evidence to ***** of the constant hybrid warning lights on the dashboard that I have had to deal with since Oct 31, 2023. The policy they have in place will still not allow them to even ask to get me a rental car despite the inconvenience of already having my vehicle under their care for 35 days . I have replaced all that can be replaced everything they told me to and now I believe the only thing left that could be at fault is the Hybrid Battery itself which is the one item that is still under warranty by CA law. I believe if the cost of the battery was coming out of my pocket then it would have been replaced by now but since it isnt they keep having their head technician come in to jiggle wires until it reads that the battery is ok. Im not blaming the service manager or the service department. Im blaming the bad policies that leave customers stranded and only offer quick service if it doesnt cost the company. They have told me they received indications that the hybrid battery was bad. They kept my car until it read the battery is good. My car is not good.

  

  Business response

  11/12/2023

  Rental vehicles for any repair must be authorized by ***************** and since it was not authorized for this repair, unfortunately we could not provide any rental unit for this customer. Additionally, the customer was selective in getting the repairs done at Riverside Kia. Some repairs were done at the dealership and then, he took the vehicle to his own mechanic to repair other problems diagnosed by our certified Kia *****************  
  Unfortunately, since ***************** did not authorize rental vehicle for this repair, and most of the repair was done outside of Riverside Kia, we are not responsible for any problem or the rental bills paid by the customer. 
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle with Kia riverside 09/29/2022 Price of vehicle was $17,441.75 I have paid $4,258. 08 in the last 9 months since I purchased the vehicle I have taken my car in multiple times in attempts to get them to assist me with fixing my vehicle as far as electrical issues, engine issues and transmission issues however they refuse to take my car because they do not have anyone in their service center to diagnose my vehicle. Now I'm stuck with a vehicle that completely does not operate and I'm paying my car note on time for a none running vehicle. I want someone to help fix or buy my vehicle back The business now is no longer returning my calls in regards to my vehicle issues 2017 Jeep Renegade Vin# *****************

  

  Business response

  07/26/2023

  I have contacted the customer and the vehicle was towed to Riverside Kia to be inspected. This vehicle was sold to this customer just shy of a year ago with 70K miles on it and now it has 82K miles on it. The vehicle was sold as is with no warranty from the dealer, but we'll go the extra mile to see what we can do to help.  

  Customer response

  07/28/2023

  What they provided me was a power train warranty as attached  no where in my contract did I sign an "as is" contract. 

  

  Business response

  08/23/2023

  The vehicle customer was copmplaining about has been repaired as a good will. The repairs were completed on August 22, 2023 and Riverside Kia paid $1,600 for the cost of repairs without charging the customer anything. I spoke to Ms. ****** today and she is supposed to pick up the vehicle today.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I purchased a new Kia Forte 2023 from Riverside Kia 5 months ago. The Sales rep who handled my query assured my wife and myself that the car would be registered and the license plates sent out within 3 months max. He also took down all my bank details and assured me that the auto pay has been set up and money will be debited from the account every month. The financing was done through Kia Finance. Account # **************  3 months after buying the vehicle I get a letter from Kia Finance that i am 3 months past due on my payments and need to make a payment immediately. Of course I paid them instantly but I got in touch with the supervisor and I was informed that the sales rep had in fact not set up any auto pay contrary to what i was informed. I Also found out that the sales rep completely messed up my car registration and in fact the copy of registration that was sent to me was PNO (meaning I cant drive the car and it was only meant to stay in the garage). When I contact Riverside Kia, the dealership manager **** and ***** apologised for all the mess the sales rep had made. They told me that they will get the proper registration done and send out the license plates also within a month. 5 months into it and i still havent received anything. This isnt the reason why i have disturbed you. My credit score took a massive beating for the 3 months that they did not collect money and this is for no fault of mine. I am attaching copies of the invalid registration done by them along with all my bank statements for the 1st three months of this year. As you can see I has more than enough funds available to make the payment but only because the sales rep Isiah lied and made false commitments did the payments not leave my account. I need your help and intervention to please help get my credit scores back on track as I am in no ways to be blamed for the sales reps misses. Looking forward to your help Thanking you in advance Regards Maddy Thank you

  

  Business response

  05/23/2023

  Mr. ******** purchased a new vehicle from us and he wanted to register it in ******* where he lives. As a car dealership doing business in California, we could not register the vehicle for him in *******. This is the standard procedure that vehicle purchased in California must be titled and registered as a PNO unit with California DMV and after receiving the ownership documentation, then he would go to ******* DMV and pays a small transfer fee to register the vehicle in his state. As far as setting up an ACH for the payment to be made directly from his bank account, we could not get involved with that and only Mr. ******** himself is authorized to do so and pay his monthly car payment from his bank account to the lender automatically. Also, Mr. ******** must have noticed and known that his car payment was not being paid when he didn’t see it deducted from his bank account every month and Riverside Kia is not responsible for his negligence. Unfortunately we could not do anything to repair his credit score.

  Customer response

  05/24/2023

   I am rejecting this response because:
  This is absolutely incorrect because my girlfriend and myself were sitting there in front of Isaiah and he went ahead and informed us that registering it in Florida which is the permanent address will not be possible and we had confirmed to go ahead with the registration here in California. There was no discussion that this vehicle will ever be registered as a PNO and this was acknowledged by his seniors who spoke to me. The fact that the entire registration process has been messed up till date has been acknowledged by them that this was the doing of the sales executive. Because I always have money in my account there is no reason for me to kind of go there and check that the money is being deducted. I ensure that I am working and the account is well financed but I don't go there and check on my direct debits because it is taken for granted that the money will go from the account since I have the funds available. Even recently when I bought up this issue to the management team at Riverside Kia they confirmed to me that the entire registration process has been messed up and now only because I'm requesting for a reversal on my credit scores because of their miss it is now being thrown back at me and my girlfriend that we had requested for it to happen at the wrong address. Please note that at one point of time when I was following up on my registration papers this same sales executive had said that because it was registered in the Florida address the DMV license plates and the registration was sent to the Florida address and then later on confirm that no it was sent to the chemont circle address here in California and that's where I found out that it was a wrong registration done and the vehicle was registered as a PNO. During purchase of the vehicle and while taking money from me they had made it very clear that since I am going to continue to stay in California currently registering it in Florida is not going to be possible and the other option given to me was that they will not do any registration and I could take the vehicle to Florida and do the registration myself for which I had denied and that is where it was confirmed in front of my girlfriend that they will do the registration here in California. In no ways was I informed that I need to set up my direct debit or auto pay and it was again confirmed by the sales executive that my autopay has been set up and the money will be deducted from my account on monthly basis. 

  On one side you are being informed that I had gone ahead and told them to register it in Florida so the mistake is mine on the other side they are talking to me and telling me that the DMV is backed up and that is why there are delays and getting my vehicle registered here in California. It is all contradictory information being given because of their mistakes. This was the same sales executive that told me that I need to do a VIN verification on my vehicle and I need to do a smog test as well If I needed to get a proper registration. For a brand new car I was made to do both these tests and the total amount of $138 when I spoke to him and I said I have spent this money he said we are not liable to give you this money back and when I escalated this further to their management team they have sent me that money acknowledging that it was their mistake and I in no ways was responsible for doing these two tests for a brand new car. I bring this issue to your notice to just add to the long list of mistakes that were done by the sales executive just because he wanted to close the sale. 

  Please help me with my credit scores because you can check my history and you can check my bank balance that I have never defaulted on any payment ever. I have never made any late payments and I have never had an instance where I have not paid something for which I'm supposed to pay but this is the mistake that Riverside Kia has made and even till date they have not got my registration and license plates in place. Since I know that I need to make payments every month if that sales executive had gone ahead and inform me that I need to set up the auto pay there was no ways that I wouldn't have spent 5 minutes to go ahead and set it up but that's not what I was informed and I was a shot that it's being done.

   

  Thanks

  ***** 

  
  

  

  Business response

  05/26/2023

  Although we have no authority to do anything about Mr. ******** credit score, we are willing to go the extra mile and submit a letter to Kia Motor Finance requesting the removal of the late payment report from his account. The process may take a few weeks and we do not guarantee that our request will be accepted KMF and if that will resolve the credit score issue for Mr. ********. We will submit our request immediately and this will be our final response.  

  Customer response

  05/30/2023

   I am rejecting this response because:

   

  They had told me the same thing two weeks ago that they will reach out to Kia finance and nothing was done about it. I sent a mail to Kia finance as well threw weeks ago. No response from them. I need BBB to help me please 

  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently I came in due to my car having issues out of no where. I left the car there and all they did was change my battery and charged me for way more than what they said. Saying that was the only issue. They did not take it for test drive nor did they check it more. I took the car and it broke down on me on the way to work. I contacted their service rep and he told me the car was knocking and to bring it in. Before I brought it in I told them , I need to change the spark plugs since that car has a mass oil consumption problem. All optima’s do. But I brought it in and they’re telling me the only issue is the spark plugs. And they’re trying to charge me $150 . When I asked them if it is for sure the problem they couldn’t give me a yes or no since they didn’t check the car and they were the ones who told me not to change the spark plugs yet. I haven’t gone and got my car yet due to this issue. I am paying for this diagnostic to be right and not for it to be a maybe. Do I have to keep paying $150 each time ?

  

  Business response

  03/06/2023

  The vehicle came in the first time for engine dying and not starting. After inspection, vehicle needed a battery and per customer authorization a new battery was installed, the vehicle was road tested and the problem was resolved. This is an older model vehicle with over 150K miles and a week later it came back for engine noise and losing power. After a thorough inspection of the engine by a certified Kia technician, customer was informed that engine is knocking and must be replaced. Unfortunately this repair is not covered by the manufacturer’s warranty and the customer has turned down the repair. The vehicle can be picked up anytime without repair and there is no money due at this time. R******** *** will not be able to repair the engine without customer authorization for payment.

  

  Business response

  03/07/2023

  Unfortunately this is out of our hand and R******** *** does not have the authority to approve any repair for this vehicle. The vehicle has over 150K miles and way past the warranty limits, and the manufacturer has rejected the repair coverage. Unfortunately there is nothing we can do and  M** ******** needs to pick up her vehicle or authorize repair at her expense. This is our final answer.  

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1******** *nd find that this resolution is satisfactory to me.

  
  

  The business contacted me the other day after submitting my response back before sending this out. I have already received my car and management confirmed to me that it was only the spark plugs not the engine as the person who responded to the BBB stated something entirely differently. Kia consumer affairs also told me to take my car to a different Kia for future problems.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: I Rosanna have taken my vehicle multiple times to Kia of Riverside for repairs. Not only has my car been there for weeks. But receive my car back thinking they had repaired. But have had issues. For exam September 28, 2021. I have taken in my vehicle for for jerking, and the check engine light going on. It took 12 days for them to tell me that I needed a battery. Called me to come pick up my vehicle October 11, 2021. I picked up my vehicle that day. Went straight to AutoZone. To see if they can help me put on a new battery there. As I opened up my hood, I saw a lot of smoke. So I took it right back to Kia. And told the service writer. What had happened She went and grabbed a mechanic. They took it for a trust drive. And told me there was nothing wrong with my vehicle. So I took their word for it and left. Went to O’Reilly’s. For a new battery. Opened up my hood again, and it was a lot of smoke. A mechanic that was their pointed out to me that there was a leak. And told me I should take it back to the dealership. So for the third time I had been a Kia of Riverside that day. At that point, I was furious and asked to speak to a manager. And I was very upset as I was telling him you guys put me at risk, knowing that I could’ve been in danger by my engine igniting due to oil leak. major went and grabbed a mechanic. and I showed him where the leak was and he said Yep there’s a leak there. I told him is it because I’m a woman and you guys think that I don’t know somethings wrong with my vehicle. They kept my vehicle for another two weeks and fix the problem. Every time after that I taken in my car to get inspected it takes weeks no car rental. I. Another example I took my car September 21, 2022. Because my car was losing power as I was driving. And the check engine light went on. Got a call October 6, 2022. Let me know that they found what was wrong. I was informed that my high pressure fuel pump and my pipes assembly needed to be replaced. And would charge me $2000 to fix all that. I declined it and picked up my vehicle. Went somewhere else and had that part replaced. But it was doing the same thing so I took it back because the check engine light went on again. On October 27, 2022 end it turned out that it was my lower pressure fuel pump. The supervisor went through paperwork and realize they had misdiagnose my vehicle. That part was still under warranty so they fixed it. Check engine light goes back on shortly after. And I called other kids and they told me to take it to the same place. So I did December 12, 2022 With the check engine, light on and downshift issues. Received a callback. December 20 2022 the mechanic suggested that it was my battery that was going out again. Keep in mind that I have already change my battery to times within the lifespan of the vehicle that it was only four years old.. I had requested to speak to a supervisor to see if another technician can see my car because it was absurd that it would be another battery. Supervisor *** approved in another technician looked at it. They called back the next day and said yes it was a Cadillac converter. It was gonna be $6000 to fix. Supervisor, suggested that he call Kia manufacturer to see if they can get a goodwill. And was successful so they replaced it. Call me back December 26, 2022. To let me know my vehicle is ready for pick up. Went December 27, 2022. Picked up my vehicle. I realized it was making an on noise that I’ve never had made before. Went back to the supervisor *** and told him what was going on. He took my vehicle for a test drive came back and said I don’t hear nothing. Do you want to go with me for a test drive? I said absolutely. So as we proceeded to go, I said, can you hear that? He said yeah that’s exhaust so that’s something different we are going to have to make another appointment and leave the car so we can take a look at it and see if we can get them to fix that as well. I said, sir my car never sounded like this before I took it in, so I believe it has to do with the Cadillac convert he was arguing with me and tell him he was different I was upset and I told him. you guys need to fix my vehicle today you’ve had my car. over two weeks no rental vehicle paid I had to pay with my own money. And I told him that I was going to make these complaints. I was going to go to the DMV and speak to the owner and he told me don’t do that. Let me see what I do. I feel like I had anxiety attack and I couldn’t breathe. My heart feel like I was coming out of my chest. I said I might need to call the ambulance right now. He advise me don’t do that. He got out of my vehicle and told me to give him an hour. I knew I had to drive away because I felt like I was gonna pass out. I took a deep breath, and I prayed. I drove it to another shop that. Specializes in Cadillac converters. And pay the gentleman to take it for a test drive with me. He says you need to take it back. Somethings lose. So I did. I spoke to the supervisor *** told him exactly what the mechanics said. He went and grab the mechanic, Robert so he took it for a test drive . He had realized what was going on and took it back to the shop and realized other technician forgot to put something back on my vehicle. And fix the issue. This business has no integrity just trying to take advantage of a woman I don’t know any better about engines. I would not recommend them ever. Not even to my worst enemies. Every single time I drive up there my stomach and my heart starts racing. And on top of that in 2021. My vehicle had just got a bumper replaced from another body shop and got towed there because of my issue with the jerking issue. And I picked up my vehicle I have noticed. My bumper was crashed. Never bothered to tell me that they had been an issue. I had to drive up there again to show them, and they took it into fix it. But if it wasn’t that I was observant, they would’ve got away with they have taken my precious time wasted with this company.

  

  Business response

  12/30/2022

  At Riverside Kia, our service manager *** Allen has gone beyond the call of duty to cover the repairs that were not covered under the manufacturer’s warranty to help this customer. The vehicle in question is a unit with over 116K miles and we’re not responsible for other problems unrelated to the repairs performed at our dealership. The last repair was done as a good will for the customer and rental car coverage was not included in this good will. Riverside Kia has gone the extra mile to help this customer and unfortunately we will not be able to cover the rental and she is responsible for rental vehicle fees.

  Customer response

  01/09/2023

   I am rejecting this response because:
  
  I have been there multiple times and been missed diagnosed several times. Are very unprofessional and the technicians do not know what they’re doing. Telling me I need a new battery. In  2021. Took them three weeks to tell me that. And my car was in the shop the whole time. No rental vehicle no nothing. I pick my car up go to an AutoZone. To buy any battery I open up my hood and it is up in smoke I took a street back to the dealership they got a mechanic he took it for a test drive told me how your car is OK nothings wrong with it took off to an O’Reilly to get the new battery. I opened up my hood, and again it is up in smoke that time there was a mechanic nearby and he came and told me and pointed out that I had a leak in my gasket that it was dangerous that I needed to take it back to the dealership I said I just came back from there. He says we need to take it back now, so I did now I’m upset I go and talk to the supervisor to let him know what was going on and because I’m a woman and I don’t know better. Oh, but I do once I saw that smoke I knew I was in danger. He goes and grabs his head mechanic and the mechanics is. Oh yeah, there’s a leak right there. But again I had just picked it up that day from them saying that I just need a new battery.  So there was a mess diagnosis the supervisor proceeds to tell me that I need to bring my car back on Monday and I was gonna have to leave it there. I don’t know for how long more he said he would try to get on it. It’s like if it’s nothing like if I don’t need my vehicle. Having no car for weeks at a time sucks because I have no other form of transportation. Only wear the negligent to let me take my car that day, knowing that I had returned it when it was smoking they still looked at me like I’m stupid and there’s nothing wrong with your car. Go ahead and leave and then come back the third time and oh yeah there’s a leak are you kidding me. It’s a lot of negligence going on the dealership.  So before I taking it to the dealership, it got towed there from an auto body that they had just repaired and replacement bumper so it was brand new. 

  When I picked it up again, after the gasket leak got fixed, I took off. And then I parked just to double check and then I see my bumper crashed. I was so upset I go back to the dealership I said how dare you guys not tell me what happened. Oh they apologized and said you’re gonna have to bring your car back  so we can repair that for you. So I had to go back another time for them to fix it without a vehicle again.. an ethical, no integrity, no professionalism 

  They probably thought I would never see that I don’t appreciate it. So I took him back in 2022 and again misdiagnose. They wrote on the ticket that I needed a high, fuel pressure pump. And we’re trying to charge me $2000 so I declined it and picked up my vehicle. I went and fix it myself, and it was not that it kept on doing the same thing, so I took it back to Kia. They diagnosed it again and they said no it’s the lower, feel pressure pump the whole time the supervisor *** realized that it was written wrong and it was misdiagnosed so they return my money for the diagnosis and fix my car because it w They diagnosed it again and they said no it’s the lower fuel pressure pump the whole time the supervisor *** realized that it was written wrong, and it was misdiagnosed so they returned my money for the diagnosis and fix my car because it was still under warranty again without a car for weeks at a time. I pick up my vehicle and the check engine light goes on a day later.  So they told me to bring it back in and now they said it was the battery again. This time I said I need another technician to take a look at it because they’re requesting three new batteries within four year span of the car. So supervisor approved it and put another mechanic to double check it and Shernoff. They told me know if you need a new Cadillac converter. So they got Kia to cover it as a Goodwill and they fixed it the day I pick up my vehicle. Was driving it and realize there was something wrong. My car sounded not right. So I took it back and spoke to the manager Jim. He took it for a test drive by himself, came back and said I didn’t hear nothing. He said, do you wanna go on the test drive with me I said absolutely. So my kids and I went in the car and we took off and I said you don’t hear that he said yeah that’s your exhaust that’s something totally different you’re going to have to make another appointment and get a diagnosis and I will see if the rep can cover that. I told him no sir. It’s not that it’s a Cadillac converter. He told me that I was wrong. They proceeded to argue with me in my vehicle with the kids and we’re on the test drive. I am shaking my anxiety goes up. Because I tell him you call me tell me my car is ready and it is not. There’s something wrong with my vehicle. Tells me no ma’am My. shop is full so you’re gonna have to make another appointment  I said I’m sorry but I’ve waited for weeks with my car in the shop for you to tell me I was a new battery and then you told me the Cadillac converter and now you’re telling me that now I need an exhaust why are you guys doing this to me? I started to tell him that I was going to involve you guys the business better bureau and to talk to the owner Mark . He proceeds to tell me no don’t do that. Not on the phone to try to call the rep. He told me to come back in an hour. I said I need to walk away because I’m shaking and I felt like I was gonna pass out. I drive off and I go to another nearby shop that works on Cadillac converters had another mechanic take a look at it and told me that yes I need to take it back as they were something loose in the vehicle it doesn’t supposed to sound like that. so I did. I go in till the supervisor *** with that Mechanic had told me so he went and grabbed his mechanic. So now he took it for a ride. It definitely realize there was something wrong. He drove it to the back shop and spoke to the technician that worked on it and realize he forgot to put a part back on my vehicle. Came back and told me, ma’am your car is fixed. I hope you see my frustration dealing with this dealership. He was just trying to add one more thing to my list of car needs. But I knew it wasn’t the exhaust. But again he sees me as a woman and doesn’t think that I know my vehicle well. We’ll just trying to take a vantage of the situation. I don’t see it as helping me out trying to go the extra mile. I think he was just trying to get extra money for his shop.  But again, I’ve been out of my car for weeks at a time it’s absurd. I have attached the receipts so you can see some of these experiences that I’ve had with misdiagnosis. If you need more I have plenty please help me. 

  

  Business response

  01/10/2023

  As I said in the previous response, customer's vehicle has over 100K miles with no warranty, she is not willing to accept the technicians diagnosis and very hard to deal with.  Riverside Kia's service manager and staff have gone way out of their way to help this customer and unfortunately, we're no longer able to help her.  This is our final response.

• Initial Complaint

  10/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son, ****** ***** ******, purchased a 2022 Kia K-5 from Kia Motors in Riverside, CA on Feb 12, 2022. In early May, the check engine light came on & engine stalling. Riverside Kia did not have appointments, as such, he took the vehicle to another Kia Authorized dealer in Perris, CA on May 17, 2022. The vehicle was there for 18 days, with no alternative transportation provided by Kia. The service rep for that instance was ******, Perris Valley Kia (Perris, CA). On October 17, the engine light & engine stalling presented again. ****** took car to Riverside Kia on October 18, 2022. As of today, the vehicle has been with Kia for an additional 11 days, we were told by the service manager *** (Riverside Kia) that this is going to be a while, the car will be reevaluated next week, and that this has been the situation with other Kia consumers. Communication with the service representative is limited and he is difficult to reach to reach, does not respond timely or is out of the office without notice. We have been given many excuse, tech is called off, unsure what’s wrong, update will be available in a few days and then there is no update. This is the second vehicle purchased with Kia and this experience has been painful. At this time, we have been told Kia does not have a timeline for resolution, this is unacceptable, ****** makes his payments on time and he should have dependable transportation, he no longer feels confident or safe driving in this car, this is the second time that this same issue has occurred and Kia has not been able to successfully repair or identify a cause for the issue. Throughout this process, he has been in the midst of transitioning careers. He is tentatively scheduled to begin the Sheriff’s Academy in December 2022. We are requesting immediate action from Kia to buy-back this vehicle. We have opened a case with Kia Consumer Offices on 10/28. Reference # ******** and sought legal counsel on this matter, we prefer to resolve directly with Kia.

  

  Business response

  11/03/2022

  Ms. ******** vehicle was here for a minor issue and it was repaired and already picked up by customer yesterday. Unfortunately, Riverside Kia does not have the authority to make a decision on the vehicle buy back and any dissatisfaction with the product and buy back request should be addressed to the manufacturer Kia Motors America. 

  Customer response

  11/04/2022

   I am rejecting this response because:
  
  

  This is an innacurate narrative. Kia Riverside did not provide an alternative option besides picking up the vehicle, otherwise, we were advised by the service manager Jim, that if we did not pick up the vehicle, we would be charged storage fees. The K-5 was at their facility for 15 days, we were repeatedly told that they were not sure what was wrong with the car; and also advised that there was no estimated timeline for the repair. We contacted Kia Corporate on 10/28, (day 10) and thus I believe the reason for an expedited "repair" response. At end of day on 11/1, we were advised by *** that the vehicle was ready and must be picked up. As such, vehicle was picked up on the morning of 11/2. The vehicle is not running properly and is now parked in our driveway. 

  
  

  As shared above, the vehicle was at Riverside Kia for a total of 15 days and was serviced for a "spark plug." Overall, this is second time this issue has presented with this vehicle, and the second time this vehicle had been serviced at a Kia service dealership. In total, the vehicle has been at 2 Kia dealers and has been in repair status for approximately 33 days. We will continue to pursue vehicle buy-back with Kia Corporate/ consumer offices.

  
  

  

  Business response

  11/07/2022

  The vehicle has been at Riverside Kia for Repair only once for engine running rough and a Kia certified technician diagnosed the problem to be related to a bad spark plug. The part was ordered and the vehicle was repaired, tested, the engine roughness was resolved, the vehicle was working smoothly and trouble free. The service manager contacted the Ms. ****** and informed her that her vehicle was fixed and ready to be picked up. Customer kept pressing the issue that she didn’t think the vehicle was fixed and was not willing to pick it up. The service manager informed her that based on Kia America warranty policy, since the repair is completed Kia will no longer cover the rental car fees and if she didn’t pick up her vehicle that was ready, she will be responsible for the rental fees effective the next day. Customer came in and dropped off the rental unit, picked up her vehicle and we have not been informed if there was any other problem with her car. Riverside Kia is not responsible for the time and the vehicle repairs at other Kia repair facilities, but the repair at our facility was successfully completed and there were no issues with the vehicle when it was picked up. If Ms. ****** is having more problems with her vehicles, we will be happy to check it again upon receiving the vehicle at Riverside Kia. We understand the inconvenience and the customer's frustration, but once again as an independent Kia dealer we are not the authority to address the overall customer's concern regarding the vehicle quality and the buyback issue that she is requesting, this should be addressed directly with Kia Motor America Consumers Affairs at ###-###-####.

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