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:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 2016 *** sorentos are under a warrenty for the 2.4 Lt. **** Engine. Mine has a blown cylinder and *** will not do any further testing to see if it's the covered connecting rod bearings. They are required to do a BCT test which they can't do because of no compression in cylinder #3. The connecting rod bearings could cause a bad cylinder but *** won't ok a engine tear down or engine replacement.

  

  Business Response

  Date: 04/22/2025

  We need more info. There is no file under that name and #. Please provide full Vin # and or Ro #. 

• Initial Complaint

  Date:04/09/2025

  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 test drove a brand new *** sorento 2025 on 4/5/25. On the test drive, I did not notice any issues w the vehicle. I liked it and decided to purchase the vehicle. Upon completing the legal documents for purchase I walked outside to drive my brand new vehicle home. When I arrived at the vehicle, it was connected to a battery charger and I was informed that multiple dashboard lights were in (check engine, ABS) etc. I was also informed that they had to jump start it prior to the test drive which I was not aware of at the time. I was told the issue was just a faulty battery and that the *** had already contacted his manager who said I could bring the car back Monday (2 days later) to ***lace the battery which would resolve the problem. I brought it back and they ***laced the battery which did not resolve the ********** has been there 2.5 days ( I bought it 4 days ago) and they cannot diagnose the problem. I tried to contact the ** but he is on vacation and not available So instead I have spoken w the sales manager **** ********. I explained that I feel deceived since the vehicle issues were known while I was signing legal documents to purchase the vehicle but I was not informed until I had completed the sale.Had I been notified I would not have continued to complete the purchase. I asked if they could place me in a different vehicle as there is a nearly identical vehicle on the lot but I was told that was not *********** at this point I bought a brand new vehicle that was not in the condition i believed it to be (brand new and without known issues such as a check engine light etc). It is at the dealership and still without a diagnosis. It had 20 miles on it when the check engine light came on. I have not been provided an estimate as to when it will be resolved. I am hoping Kearny Mesa Kia will acknowledge that I would not have purchased the vehicle if I had been informed of this information when it was discovered and make it right.

  

  Business Response

  Date: 04/14/2025

  This customer vehicle has been repaired on Friday 4/11/25 Also our **************** purchased a maintenance plan for the customer and did a pro-rated amount from the customer first payment. KM *** will consider this matter corrected and closed.    

• Initial Complaint

  Date:03/27/2025

  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.

  2004 **** Ranger was brought to ** **** and was provided with a completely inaccurate diagnosis (failed transmission) by their **** service technician. Please see attached **** documents. Vehicle was removed from ** **** and brought to Certified Transmission, where an accurate diagnosis of an exhaust obstruction was diagnosed. Please see attached CT documents. Finally, the vehicle was brought to DualTone Automotive where the obstruction was confirmed and satisfactorily repaired. The transmission now operates without problems following exhaust repairs. Please see DTA attached documents. Mr. ** ***** was emailed, requesting a refund of the false diagnosis and repair quote, however, no response has been received. Please see attached copy of the email sent more than 48 hours ago.

  

  Business Response

  Date: 03/28/2025

  I have reviewed **** request with the management team and we will approve his request. Please confirm is address is correct to send a check. 

   

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

  Director

   

  Customer Information:
  **** *********
  ***************************
  ************************************
  Daytime Phone: **************
  E-mail: *******************************

  Customer Answer

  Date: 03/29/2025

  
  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:01/30/2025

  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 have tried since the beginning of summer 2024 to get someone from this business to return my call. I purchased my *** from this dealership. The car was due for it ****** mile servicing, so I called the dealership to find out what needed to be done and how much it would cost. When I called the service department, no one answered the phone, so I left a voice mail message with my name, phone number, and requested information (what servicing is required and how much will it cost). No one returned my call.I continued to call and leave messages that week, but no one returned my call. I called the receptionist and asked to speak to a manager, but that also went to voice mail, and no one called me ******* matter how many times I called since summer, which was usually once a week, no one returned my calls. I left a message again yesterday, but no one has returned my ******* car is now ********************************************************** back.All I want to know is what type of servicing is required and how much it will cost. I think I purchased an extended warranty when I bought the car, so I need to know if the servicing is covered. I can't make an appointment until I know what it is likely to cost, especially if I am not under warranty ****** far as I know, I am on good terms with the dealership. I pay my car loan on time.I want someone to return my call and tell me what servicing is required for ****** miles on my 2022 Kia **** and how much it will cost.

  

  Business Response

  Date: 02/06/2025

  We will reach out to you again with the info you need. Thank you

  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:01/13/2025

  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.

  On 12/31/24 and 01/06/25 I took my car to Kearny Mesa Ford/***. There were at least four different warning lights coming on in the car. When I picked up the car the first time on 01/03/25 they said the problem was fixed. Less than two days later the same warning lights came on again. After picking up the car the second time on 01/07/25 the warning lights came on again. I am returning the car once again on 01/13/25. I work for the company **** and have missed a significant amount of time working because I have to use my car for work.

  

  Business Response

  Date: 01/14/2025

  On 12/31/24 and 01/06/25 I took my car to Kearny Mesa Ford/***. There were at least four different warning lights coming on in the car. When I picked up the car the first time on 01/03/25 they said the problem was fixed. Less than two days later the same warning lights came on again. After picking up the car the second time on 01/07/25 the warning lights came on again. I am returning the car once again on 01/13/25. I work for the company **** and have missed a significant amount of time working because I have to use my car for work.

  Desired Outcome/Settlement
  Desired Settlement: Other (requires explanation)
  I want them to explain why they told me the part was not fixed when they told me on two separate occasions that it was fixed. Also $2000 for my time lost at work.

   

  Customer has multiple codes with the same concern. We are following the diagnostic path to correct this repair. Per *** TSB231 we had to replace the front view camera to start the process codes that are active. ******* are test drive no codes came back on. 2cd visit per *** guidelines is to replace SRS control unit per active codes in the system, test drive and no codes came back. While during the 2cd visit, it was different error codes from the 1st visit. Car retuned with no lights with the concern that they came on. Customer advised " to get on it" for codes to possibly appear. Found defective ABS control unit. Part ordered (1-13-25) 5 -7 business days. All repairs covered under warranty and all 3-part replacements were necessary to get to final step. We are required to follow all diag steps per *** ******* The repairs are done at no charge and absolutely no Dealer settlement will be made to the client. Client more than welcome to contact *** with financial restitutions.  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle at kearny mesa ford in San diego ca in October of 2023. I also purchased extended warranty but because of the dealership neglect they did not finalize the extended warranty therefore leading to my extended warranty being voided. I paid 2900 for 36 months or 36k miles. Only reason I found out was because my car needed repairs. It's been approximately about 7 months of extended warranty that was paid for but the dealership did not deliver. Now they are refusing to reimburse me for months of extended warranty that was paid for. The vehicle also has cracked door hinges which is a major safety hazard for my family. Dealership failed to properly inspect vehicle before selling to me

  

  Business Response

  Date: 08/19/2024

  We have confirmed with our Finance team and our service team that the customer's concerns have been resolved. The vehicle repairs have been charged to the service contract. If there are any additional concerns please feel free to reach out to our Finance Director, *********************** at ************************************

  Customer Answer

  Date: 08/19/2024

  I have still not received compensation for the months that were paid for inactive extended warranty. Which is 7 to 8 months. Also made me miss days of work because I personally had to try and resolve the issue. I personally let the dealership know about the problem from since January of 2024 and they still took approximately 7 months to get the extended warranty active. They dragged the issue for so long making me miss work to personally go to the dealership to fix that issue. 

  My vehicle was sold to me running with a lot of mechanical issues that were not disclosed off prior to the sale

  

  Business Response

  Date: 08/20/2024

  We did help the customer get the warranty work done but he wants his customer pay work that isnt covered for free as well.  We pro-rated him the amount of time the coverage of the warranty wasnt in place. His vehicle did not need any work done during this period but we did give him a check for that time period in hopes of gaining his satisfaction.  He allowed us to complete the warranty work and we have done our best to resolve his concerns.

  Customer Answer

  Date: 08/20/2024

  I have not received any check or money back. And the repairs needed on my vehicle date back to within the first week of the purchase. They dragged it out way longer than it should have. The problems that my vehicle is having have been happening since the first week of purchase

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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 was charged $800. I signed a document that I dont know what I signed. I am elderly I called several times did not receive a call back. I even asked for the manager and nobody has called me back. I need this resolved as I looked through my paperwork, and there was a recall on the same part that was replaced And I had it replaced before because of a recall

  

  Business Response

  Date: 01/02/2024

  I will look into this matter with the Service Advisor and our Shop Manager and should have a response within 48 hours.  

  Customer Answer

  Date: 01/09/2024

  I purchased my Ford Escape 2012  at this same place Kearny Mesa Ford and continued to take it there for service.   My car stopped running  after a stopsign , then  another tiime it stopped on ********* from ****** after making a right hand turn from  ******.  It stopped in the middle lande then I started it up again.  I took it to Kearny Ford and This last time I dropped it off on Dec 4/23  because of the hesitation and car dying again. . **** looked under the hood and he and I noticed what he said was a minor leak.   When I dropped off my car the Service person, **** ***** said it had to be left overnight  so he called a **** driver and took me home. The next morning **** called me and said a **** driver was on his way to pick me up and that the car was ready.  When I got  there, Ivan wasn't around.  I was waiting for a few minutes thinking he'll be back.soon.  Then it took a few more minutes when I decided to ask another person,******* ****** where **** was.
  He said he might have gone to the bank!! Anyway he pulled my paperwork and not realizing what was done.  I signed off on it.  After looking at the paperwork at home I realized a throttle replacement  was done.  I shouldn't have paid for a Recall.  My bill was $808.72..  And theres attached a quote for some other stuff.,  See Invoice ******* with a couple quotes for other issues.  It's hard to understand their invoices, 
  Since then I have made 6 phone calls to Kearny Mesa Ford Kia and the  supervisor and or manager haven't  returned any  calls.  Ive taken my car to this place for the past 12/13 years.  Then I started to look at ALL my service paperwork through the years.  It appears that I have
  had the throttle replaced a few times.  Now Im' afraid to drive never knowing when it's going to heppen again.  What would happen if I stopped on the freeway?!

  I would like my moneyback.
  

  
  

  

  Business Response

  Date: 01/09/2024

  I was charged $800. I signed a document that I don’t know what I signed. I am elderly I called several times did not receive a call back. I even asked for the manager and nobody has called me back. I need this resolved as I looked through my paperwork, and there was a recall on the same part that was replaced And I had it replaced before because of a recall. - Customer Concern.

  The paperwork has been fully investigated and here are the findings.

  Customer concern and why the vehicle was brought in to diagnose why vehicle dies at stop light and stopped running while making a turn.

  1. There was a Recall done on 8/5/2014 and that for Reprogram of the Throtle Body and under testing requirement it may need to be replaced. In 2014 I did not need to be replaced. Ford put an extended warranty on it of 10 years or 150,000 miles from the original start date from when the truck was new. The original start warranty date was 2/24/2011 meaning the warranty expired 2/24/2021 There is no warranty on the part and it was never replaced during the recall. 

  2. 12/4/23 Service Advisor **** ***** spoke to ***** on her cell phone ************ at 5:16 P.M. to go over the estimate to replace the Throttle Body $808.72 was approved to do the corrective work. After tech replaced the parts, vehicle was driven 10 miles to make sure operating designed. 

  All docs are correct and can be verified by Ford Motor Company. If there is any more questions and or other docs that can be provided from another Ford store that shows this part was replaced, it may change the final outcome if it falls under any other warranties. Kearny Mesa Ford will consider this review closed. If the truck is not fixed and still stalling, please reach out to **** ***** for further repairs if needed. After our testing the vehicle passed test.  

   

• Initial Complaint

  Date:12/10/2023

  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.

  We dropped off our truck at Sunroad collision to get evaluated and fixed after a car accident, which was not our fault. The truck was dropped off on November 14, and the truck was assessed the next day by progressive (our insurance). We were not given updates by the shop. On November 29, I called for an update. I was transferred to a woman whose name I did not get. She was extremely rude and told me multiple times that she had no update for me, that she had no status. As a result , I told my husband to give them a call. He called the next day, and he was told that they were waiting on parts and that they had no outlook on when the truck would be possibly ready for pick up. My husband called again a few days later and was told that the truck would be worked on the following week and my estimated pick up date would be December 13. One month after initially dropping the truck off. A week later, my husband called for an update and was told that the wrong part was ordered and that they have to order a new part. Now we are in limbo with no update on when they are going to receive parts, when they can start the work, and also when we could possibly get our truck back. Not to mention that the staff has been dismissive, rude, unapologetic and simply mean. They have already ripped the side of the truck off and we were advised by our insurance to just leave the truck there to get fixed since taking it elsewhere could prolong the process further. We have no courtesy vehicle and we are still making our monthly payments on our truck.

  

  Business Response

  Date: 12/11/2023

  There was a parts delay in receiving an inner bedside piece from ****** then the wrong part was sent to us on *****. Delays are not the fault of the shop. Expected completion date is *****. We will not provide a loaner car or be making any car payments.

  Thank you. 

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a certified pre-owned 2020 ************* at Kearny Mesa Ford/*** on June 17th, 2021. It had ****** miles on the odometer. I paid $2500 for an extended warranty at that time to cover repairs up to ******* miles. *** *** is *****************. I have complied with the recommended vehicle maintenance schedule and kept all documentation. In February 2022, at approx. ****** miles I noticed excessive oil consumption with no sign of leaks. Over the next 17 months, I returned the vehicle to the above dealership four times to report excessive oil consumption. Each time, for dealer conducted an oil consumption test. I was informed that each test resulted in no excessive oil consumption. I was dissatisfied with the accuracy of the tests because I continually had to add oil. I concluded that the tests were not being performed correctly and took the car to a different dealership (**************** of *********) for an oil consumption test on July 25th, 2023, just one month after my previous test at Kearny Mesa Ford/***. *** test showed 1.1 quarts consumed in ***** miles. I paid $845 to have the engine inspected at **************** which found damage to the rod bearings and other components indicating inadequate lubrication. My service representative there, *******************************, recommended I purchase a new engine for $10,000 which is not covered on my extended warranty. I told her to order the new engine because I am unable to wait for an extended period litigating this matter. My son is disabled and on life support. I need my car as soon as possible to be an effective caregiver. I have contacted *** **************** and Kearny Mesa Ford *** with negative results. I am certain that if the oil consumption tests were performed correctly the engine damage would have been minimal and I would not need to purchase a new engine. Photographs of the damage are available if requested.

  

  Business Response

  Date: 08/29/2023

  We have reviewed the customer allegations with our team and we did not find consumption above what is considered normal for ****

  Customer Answer

  Date: 08/29/2023

  Kearny Mesa Ford/Kia is responsible for the damage to my engine.  On four occasions I took my car to them to find the CAUSE of the excessive oil consumption.  Each time they just did an oil consumption test and said they could not find excessive oil consumption.  However, I did not bring my car in to find out if there was excessive oil consumption.  I brought them my car to find the CAUSE of excessive oil consumption.  I already knew there was excessive oil consumption because at least twice they found no oil on the dipstick when I brought it in for regularly scheduled oil changes.  It got to the point where I had to add oil every week.  Dissatisfied with the lack of service from Kearny Mesa Ford/Kia, I took my car to ****************.  They did an oil consumption test and immediately found excessive oil consumption which indicates Kearny Mesa Ford/Kia did not properly conduct the same test (negligence).  Too little too late for my engine though.  It is damaged beyond repair.  If Kearny Mesa Ford/Kia properly addressed my concerns, my engine would not be damaged.  I need my engine replaced ASAP because our son is disabled and on life support.  The car is necessary to provide adequate care for him.            

  

  Business Response

  Date: 09/14/2023

  The *** has an open investigation on this vehicle and all documents have been supplied to the *** for review. *** rep ******************** The dealership is in a wait period for doc review. 

• Initial Complaint

  Date:06/05/2023

  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.

  On May 9, 2023, I brought my 2011 Chrysler 300 into the Chrysler Sunroad service department at Balboa Avenue in San Diego. It was taking more effort to brake the car. Service agent *************************** (***) in the *************************** told me that the vehicle required front and rear brake pad replacement and all new rotors. I asked what service on the car was a priority. He told me the front brakes were the most important. I agreed to the work which would cost $670. After the service was completed the service agent told us there was also an issue of brake boosters needing replacement. He reassured us that he did not notice an issue with the brakes being hard to push, or any other issues, when he test drove it, and that I could drive the vehicle home and call if there are any problems. Our drive home we noticed our brakes were even worse. It was also hard to judge how much braking distance we would need in order to stop because the brakes were not working properly. We felt this put us and other drivers at risk. As soon as we got home, we immediately called the service agent. After attempting to contact him and leaving voicemails, we attempted to contact management but spoke to a service rep at Chrysler Sunroad service, who said she would discuss with, J.V. He called ** back and stated, Lets just keep this between you and me. I will try to work something out and it would only cost [an additional] $700. After discussing the matter with our son, he took it to another auto mechanic, ***** Works, who was able to immediately diagnose the issue by pressing on the brake. They told us that they are unsure why we were told we needed new brake pads and rotors. He told us it was the brake boosters that needed replacement, paid $550, and after we noticed complete improvement of the issue on our drive home.We placed a hold on the check we had given to Chrysler due to poor service, not addressing the issue we brought the car in for, and for endangering our safety.

  

  Business Response

  Date: 06/06/2023

  We're sorry to hear about the customer's experience but it sounds like they meant to submit a complaint to a Chrysler *********** This is a **** Kia ***********

  Customer Answer

  Date: 06/06/2023

  
  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,
  
  ***************************