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:04/08/2025

  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 April 8th, 2025, I picked up my Kia *** 2015 from the ****************** of this establishment for a diagnostic test/repair of my vehicle. When I got home, I noticed damages to my backseat (See attachments). I contacted Service Advisor and addressed my concerns of possible rodents or foul play. Service Advisor stated via text message,No problem. Once I saw the photo,. I knew exactly what happened. Apparently, it's happened here before. They are most likely coming from the area between the freeway and our back gate. I would like for the issue to be resolved and corrected.

• Initial Complaint

  Date:04/01/2025

  Type:Product 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.

  Hello,I purchased a 2023 *** EV6 on 2/16/2025 to include a trade in from DCH Kia of Temecula. The contract (purchase order) shows the total amount to be paid is $46,356.97. I paid the dealership using my ********************* (****) check ($47,700) payable to DCH Kia of Temecula. The Finance Manager who we did the final paperwork with stated that we would be receiving the overpayment refund within 2-3 weeks. It is now going on 2 months. I have been texting the salesman ********** on when we would receive our overpayment check. He said the Finance Manager would be giving me a call the same day, but never did. Same type of reply when I texted ******** again. Now he is not replying. The overpayment (refund) amount is $1,343.03 which is the balance due to me. I would rather not have to go to Small Claims court, but their non response is steering us towards this. All we want what is due to us, which is a refund check in the amount of $1,343.03 Thank You,*** ****

• Initial Complaint

  Date:07/30/2024

  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 2019 ********** Tiguan at the *** of Temecula on July 19th 2024 from *******************************. On that day, I expressed that I did not want the security system charge that was part of the contract. ******* stated that the device was already installed and there was nothing he could do. I later called to have the device activated and the technician stated that the device was never installed. I went down to the dealership to speak to Damione about the issues, but he was not there. ****, another sales manager assisted me, and said that he needed his boss ***** to sign off on the check and that I was entitled to the refund. He stated that ******* should have known that the device was not installed, and should have never charged me for it. It is now ******************************** speaking to a few different people, no one has fixed the issues. The deceitful act of making me pay for something that I should have not been charged for is unethical and unprofessional.

  Business Response

  Date: 08/07/2024

  This customers check was issued the very same day this matter was brought to the attention of our General Manager. At the time, the deal had not funded. The check was to be issued to lien holder. Once the deal was funded however, unfortunately, our business office missed it and didn't send it. The customer came in recently and our team handled the situation. Our General Manager also brought the customer into his office to talk and then walked him to his vehicle afterward. Unfortunately, this was a mistake made on our end with our business office and we accept full responsibility. We apologize for the inconvenience this caused. The lien holder has received payment.  

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
   While the check was issued, I had to reach out on multiple occasions to gain information. I was passed through 3 different people. When I arrived the final time, the first ****** I spoke to said they knew about the information, but that they would hand me over to someone else. That individual was the ****** I spoke to the when I first confronted them about the issue. The first time, he was calm and respectful. The second time around, he was stand offish and after seeing my frustration, took on an aggressive posture, and a much firmer tone. I waited for about 45 minutes, watching as the team spoke to each other; but not communicating with me. In fact, they sent an errand boy to inform me that the manager had gone upstairs to grab the copy of the check that I requested, rather than speaking to me themselves. Once I received the check and began walking out the door, the General Manager walked out after me, grabbed my attention and proceeded to make small talk about the issues. I told him that communication would have been nice, but he offered the excuse that a cyber attack delayed everything. Cyber Attacks do not delay communication. He then tried to redirect my frustration by opening conversation about my job, because he could see the logo on my shirt. Long and short of it, this was handled unprofessionally, and nothing but excuses were given.
  
  

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2016, I purchased a *** **** from DCH Kia of Temecula for my father. This was his first new car, and he was immensely proud of it. As seniors, my parents found the vehicle easy to enter and exit, making it the perfect choice for them. My dad drove this car everywhere, always praising its quality. All maintenance was performed at ******* in Temecula, and when my parents moved to *************, they continued to follow the recommended service schedule. Several recalls were promptly addressed by the dealership.I chose this car with the assurance provided by ***'s 10-year, 100,000-mile powertrain warranty. In early May 2024, the car passed its smog check with flying colors, having only ****** miles on the odometer.However, in June 2024, while picking up relatives at the airport, the *** **** suddenly lost all power and emitted a gasoline and oil smell from the engine. The car wouldn't go faster than 5 miles per hour, and I had to have it towed back to DCH *** in Temecula at a cost of $300. After a weekend, the service advisor, ***************************************, informed me that the catalytic converter was faulty. This diagnosis was perplexing, given that the car had recently passed its smog check. Additionally, I noticed the engine had been burning oil and there was a gasoline smell on the oil dipstick. Despite these issues, **************** stated that replacing the catalytic converter would cost $2,900, and I had already paid $300 for the diagnosis.I contacted *** corporate in ******, **********, but they refused to honor the 10-year, 100,000-mile powertrain warranty. Enclosed are pictures and videos showing rows of vehicles with blown engines at the dealership, indicating a widespread problem with ***'s GDI engines.I strongly advise against purchasing a vehicle from DCH *** in Temecula, and I regret recommending this dealership to friends and family. *** and ******* do not stand by their products, and now my elderly parents are without their beloved car.

  Business Response

  Date: 07/10/2024

  Our General Manager is in communication with this client. In addition, this client is also in communication with *****************************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took Kia ****** in after waiting 1 month for an appointment to have the engine replacedthe engine was replaced free of charge due to a faulty engine. We were then charged $750 to replace a gas line. We went to pick up the car and the mechanic failed to complete an alignment after replacing the engine. Took the car back again to complete an alignment. Picked up the car the same day drove it home only to find there was no oil placed in the engine.

  Business Response

  Date: 01/17/2024

  Our Service Manager has been handling this matter with ******* and her daughter *******  The vehicle was here for 12 days to have the engine replaced under warranty. When they picked up the vehicle yesterday, the alignment was off, and the traction control light was on.  We aligned the steering shaft, reset the traction control system and washed the vehicle. Our Service Manager test drove the vehicle himself and everything was good.  As part of the engine replacement, they needed a high-pressure fuel pump.  This component was not covered by *** as part of the warranty coverage. The price for the fuel pump replacement was $1,500, however our Service Manager told them he would split the cost.
  
  Today they stated that the vehicle was smoking and there was no oil in the engine, so they added oil.  Our Service Manager had the vehicle towed in so we could inspect.  The vehicle now was overfilled with oil by one quart. As you can see in the attached photo that was provided by ****** on her Yelp review, they were not checking the oil dipstick. It appears they removed the oil fill cap and thought they should be able to see the oil there which is not the case. The oil is so clean that it is hard to see on the oil dipstick. We have video showing there is nothing leaking or smoking on the vehicle. Our Service Manager will taking it for another test drive today.  He spoke with the daughter, ******, not long ago giving her an update.

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience at DCH Kia of Temecula has been a nightmare. I bought a 2023 *** ********* X-pro for ********** capabilities, advertised with features like "Increased Towing Capacity," "Heavy Duty Cooling," "Tow Mode," and "Self-Leveling Rear Suspension." However, the vehicle lacked a towing receiver and wiring, and the promised installation fell through due to the unavailability of parts. I suspect the dealership knew this from the start.Their proposed solution was for me to take the vehicle to U-Haul for wiring, which was unacceptable. Manager *********************** initially promised a resolution, but his commitments went unfulfilled. Another manager, *************************, offered the same U-Haul solution, which proved impossible due to liability concerns. ***** promised to explore alternatives but never followed up. Multiple voicemails to sales managers and General Manager ********************* were ignored.I invested an extra $10,000 in this vehicle due to its promoted towing capabilities, but it's incapable of fulfilling its primary purpose. DCH Kia of Temecula displayed a lack of professionalism, accountability, and customer service throughout this ordeal, which is yet to be resolved.I would like *** to buy my vehicle back, at full purchase price, or take responsibility and install the wiring.

  Business Response

  Date: 10/06/2023

  We sincerely apologize for any inconvenience that this back ordered part has caused. The part has now arrived, and the customer is due to come in this morning to have it installed. 

• Initial Complaint

  Date:09/28/2023

  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.

  In July 2023, I took my car in to *** of Temecula for the forward collision in the car driving as if it was going to be in an accident. They had my car for close 2 1/2 days with no phone call status. They hadnt even worked on my car for the reason I brought it in by the time I picked my car up. They also put down on paper that I was abusive. I dont even know where that came from. I called and asked to make sure that there was quality assurance. They told me that they do not record phone calls however, this comment about me being abusive they sent to the garden grove dealership, as well as ********** *********** So no quality assurance, they dont record phone calls yet my name, and my character are being defamed and slandered through individual dealerships by *** *********************** No dealership will help me speak to me or work with me. My car went in two weeks ago. No one will contact me know when will email me know and well tell me anything thats going on. I was left a voicemail by ****** the service manager at the *** *********** The attachments are included in here. Its a strange thing to have someone from a different dealership where you purchased the car from because I got it in ************, tell you that you were banned upon purchasing a car and driving it off the lot see attachments of voicemail. That would make no sense to ban me a palm, purchasing a car and driving it off the lot, but thats essentially with this voicemail says. Which makes sense why no dealership would help me. I dont know whats going on here Im not abusive person, nor if I worked with anybody else at these dealerships.

  Business Response

  Date: 09/28/2023

  This customer made an appointment for July ******** had never been here before.  She called the week before yelling at the staff demanding that she Will be dropping her vehicle off on Saturday  the 15th and We Will have a loaner car waiting for her as soon as she pulled up , that she had spoken to an attorney and this is going to happen at no charge also stating this was Under Warranty and she will not be paying for anything.. I spoke with her and explained that *** does not supply a replacement vehicle and we would have to diagnosis her vehicle first before we could determine warranty.
  She brought it in for a Check engine light on and running rough along with a secondary concern of the forward collision light. See Attached ***air Order. The drivability concern was found to be the CVVTs noisy, we reached out to our KIA *** who requested maintenance records as CARFAX showed a large gap in oil changes. I reached out to the 2 dealers that were on CarFax to try to see if they had maintenance records , ********** stated they did not perform any work as she never left the vehicle for diagnosis. I reached out to ************ and they stated she was asked to not return there 2 years prior due to her behavior. I tried to assist this customer yet she was not making it easy.
  Our *** requested the customer authorize removal of the valve cover to determine warranty coverage. The entire time the vehicle was here the customer was calling in and not being very kind to any staff member including myself. She was screaming, demanding, using foul language. I dealt with her as not to put my staff through the this. The customer did authorize removal of the valve cover for inspection 7.18.23 @ 4:28pm as noted on the ***air Order, the same day she brought it in.  We had it in line to the technician. The customer called in again, screaming and decided to not have any work performed. She continued to call and be abusive . We did not charge her diagnosis that she signed for and decided at that time to ask her not to return to the dealership.
  The forward collision issue was never looked at which is stated on the ***air Order as we were in process of her drivability concern,nor was she charged to look at it.
  She has also reached out to KIA ********* twice, including today regarding ****************. The first complaint she stated she thought her Step Father ********* her vehicle. I have also attached both of those complaints.
  Please feel free to reach out to me with any further questions.

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

  Service Manager DCH Kia of Temecula
  ************
  

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because: Ive attached voicemails from both ****** at Temecula and ***** at ************. No one including ****** would not give me any information. I asked several times for quality assurance and was denied each time. Im very confused how independent dealerships are working together to deny me service. The use of the word abusive against me having been shared with the other independent dealerships is defamation and libel. I would like to get to the bottom of why Temecula is telling me that ************ made the decision to deny me service upon purchase. Why are these two independent dealerships working together? 

  
  

  Business Response

  Date: 10/03/2023

   As stated in our previous response, we reached out to our KIA *** who requested maintenance records as CARFAX showed a large gap in oil changes. I reached out to the two dealers that were on the CarFax report to try to see if they had maintenance records. ********** stated they did not perform any work as she never left the vehicle for diagnosis. I reached out to ************, and they stated she was asked to not return there 2 years prior due to her behavior. I tried to assist this customer, yet she was not making it easy.
  Our *** requested the customer authorize removal of the valve cover to determine warranty coverage. The entire time the vehicle was here the customer was calling in and not being very kind to any staff member including myself. She was screaming, demanding and using foul language.I dealt with her so as not to put my staff through this. She continued to call and be abusive. We did not charge her for the diagnosis that she signed for and decided at that time to ask her not to return to the dealership.

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  As I stated to ****** the service manager, the oil was changed from ****** to ****** by my stepfathers, the cosigner of my car, mechanic in ************ **********. To which ****** accusatorily replied that no I didnt. I also offered to give her the address in ************ to which she replied they didnt need it. The cosigner of my car, my stepfather can attest that I am being truthful as can Pack the mechanic. The mechanic has since relocated to a different location on ********** and ******* in *******. 
  
  

  Business Response

  Date: 10/04/2023

  *************** was not told that she did not do her oil changes or maintenance. As was explained to her, per Kia ********* guidelines they require a physical invoice showing service records. *************** was unable to provide any invoices. Wed also like to mention that *************** has previously stated in her BBB complaints that her vehicle is currently at another dealership, they should be able to assist her with her repairs provided she provides the proper documentation requested by *** *********.
  Wed like to remind *************** that due to her verbal demanding and aggressiveness,she has been asked not to return or contact our business.  

• Initial Complaint

  Date:09/27/2023

  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.

  Check engine light went on my 2017 Kia ********* Called to make an appointment and couldnt get in for approximately a month. Had the code checked out at autozone and the code read thermostat. On the way to dealer the check engine light went off. I still Went in for an appointment since check engine light was on June 21, 2023 at 10:00 am. I was promised by 2:00 pm. When I returned, **** said it was a sensor and he found one that someone else didnt pick up. Then he said another sensor was out and they had to replace it. 4:00 pm then he said the check engine came back on. Then he said a rodent ate one of the wires. Nothing shown to me as a consumer 5:00 pm. He said his junior technicians couldnt fine the problems and had his senior technicians removed the sensors they installed and the Check engine went off and codes were cleared. Then he said the car will have to stay and theyll provide a loaner since they couldnt find the problem. Then they couldnt find the loaner car on the lot. No other car or service to get me home. Then all of sudden at 6:00 pm he said car was ready and sensors were not needed but I needed to bring it back for the thermostat replacement. What it originally was in there for. This is absurd. Up sell after up sell for stuff that wasnt replaced and Mis diagnosed by their so called junior technicians. Then I get some invoice for $660.00 for erroneous labor charges for kias in competent service department and employees. This is totally unacceptable for this dealership to do this. I have disputed the cost and will be taking it up with ************** offices for these deceiving claims/service people at this dealership. This whole place running a scam to charge for service/parts not needed for peoples vehicles.

  Business Response

  Date: 10/03/2023

  We sincerely apologize for this inconvenience and take full responsibility. This should not have occurred and has been addressed. This customer will not be responsible for this bill. Our Service Manager, *************************** will be reaching out shortly to ***** to relay this as well as get her back in to finish the diagnosis. 

  Customer Answer

  Date: 10/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  ****** has reached out to me unfortunately we have been playing phone tag due to I am currently out of town. I appreciate you following up and offering to fix my original problem but I really dont have any confidence in this dealer. Therefore I will be pursuing another dealer or independent shop to fix my vehicle this point forward  

  Thank you BBB for allowing me to have this option as a consumer.

   

• Initial Complaint

  Date:09/17/2023

  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.

  I bought a Kia ****** 2018 in 2021 at DCH, I also purchased the lifetime oil changes with them. It's been a little over a year I have noticed my car is burning oil at an alarming rate and I've spent hundreds on oil. I have brought this up multiple times with the dealership. Not only have they refused to include my worries about it in all my service papers but I was told by them that regardless of the risk I need to "let it go" and let my engine blow. When asked to do an oil consumption test I was told "we already know its burning oil so its pointless" Now I'm here stuck with a car that can leave me stranded or potentially even in a life or death situation while also putting in oil on a DAILY basis spending hundreds and being brushed off. I either need them to replace the engine they know they need to or take this off my hands so I can have a RELIABLE vehicle IMMEDIATELY.

  Business Response

  Date: 09/21/2023

  Our ****************** will be reaching out to ********* to schedule her vehicle for inspection.

• Initial Complaint

  Date:07/26/2023

  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.

  To start off this long story, I went to the dealership with a specific car and price in mind. They tried to slap on a bunch of additional services and charges and upcharge the car. Said no thanks and I walked. Came back after deciding that I would get the car with no other charges but taxes and title. Multiple employees came up to and felt the need to tell me thank you for not bringing in a family member this visit that was with me previously. Very unprofessional. Then proceeded to be told to wait for approximately 3 hrs while the car got “ detailed” by the salesman because “ the detailing team wasn’t there.” Which was not done very well (he tried). Then was told there was no second key ( it happens) bur they could not replace it. Then a different salesman came up to me saying “ I remember specifically holding two keys for that car. Let us try to look for it” Que waiting even longer. Only to be told just kidding there was never any second key. Was not ok with having to potentially have to pay up to 500 dollars for a new spare key. Agreed that they can get me a “discounted key through their guy” and would cover up to $250 dollars of it (half). After being there for hours, it bring very late, and I wanted the car I agreed to their terms. Now since purchasing I have been told to come in twice since purchasing to get the spare key and for various reasons (one being they scheduled me and didn’t think to have someone available who can cut and program the key). Another 4.5 hours of time wasted between these two visits, still no key and quoted 250 dollars out of my pocket. Contacted again by the salesman today and told the key they ordered to have made for my car that they had cut and was asked if I my car was still there from when i left it on Monday because they needed the car in person to program the key (it’s now Wednesday so they were going to just now get to programming the key two days later and thought someone who commutes to work would be ok to give to the car for two days just for a key?). I explained I never left the car there and have no idea why he thought that I had or why they decided to cut the key without my knowledge or car present. He said since they cut it without the car it may not fit/work and we may have to restart the whole process (they are now planning on taking it to Mazda to have it done I don’t know what happened to their guy in house?). Then put me on hold to talk to service to find out what’s going on (should have been done before he even called). They are now asking me to miss a whole day of work to drop the car off to program the key. I was told this constant miscommunication was happening because two of the managers of different departments were fighting and they would try to “help me figure things out.” I have been extremely inconvenienced, time wasted, and have had an overall awful experience. I just want my key free of charge after all this hassle ( most good dealerships would have offered that anyway) and maybe a tank of gas to make up for some of my inconvenience (there’s even more I could go into but it’s unnecessary at this point). I should have stuck with Toyota Temecula and would have never had any of these issues and do not ever plan on car shopping here again.

  Business Response

  Date: 08/01/2023

  This matter has been resolved. Customer has spoken directly with our General Manager and will be in tomorrow for the second key.