Complaints

This profile includes complaints for Kia of South Austin's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kia of South Austin

  5306 S IH 35 Frontage Rd Austin, TX 78745

• 

  Kia of South Austin

  5306 S Ih 35 Austin, TX 78745-3233

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:04/10/2025

  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 been without my car for 51 days. Were getting a run-around from Kia of South Austin and *** ********* is no resolution in sight.Timeline:On 2/19/25 my car (bought new in 2020, has 7802 miles) was towed (warranty) to Kia of South Austin, 5306 S I-35 ********************************************* 2/21 ***** at *** of SA text they're 2 weeks out from looking at my car 3/1 I text *****, no ***ly 3/5 I text *****, **** *** of SA left voicemail saying "a couple days out, end of the week, latest to get diagnostic done"3/7 I left **** 2 voicemails, he called and said there were some "conflicting codes" when they ran diagnostics, and "it's complicated"3/13 *** *** emailed me a case number 3/18 I text *****, no ***ly 3/21 I called *** *** at **************. Representative **** escalated our case; said a *** would be reaching out 4/1 I called *** *** again, was told again that a *** would reach out in 5-7 business days 4/4 I text *****, he left a voicemail "update from the shop *******... *** on the part is supposed to be in Wednesday (4/9), but that's all I know. 4/4 I wrote 1-star reviews on ******************** for Kia of South Austin 4/7 I received a response to ****** Review from **** ********, *** of ********** Director. Emailed him with a screenshot of my review for clarity that I was author. Included a phone number for ******** to call me.4/7 ******** called, said he dropped the ball. Asked if we'd ever spoken. I said no, your service team has had my car for 48 days and you've never returned a call. ******** called Enterprise rental to reserve & pay for 10 day rental car. 4/9 Emailed *** *** regarding "escalation" from 3/21. **** at *** *** called, said notes from 3/12 said there were multiple issues, notes from 4/7 stated specifically PCM Test Failed. Texted ******** at local dealership for an update. 4/10 ******** text "Our technical assistance team at *** is requesting more information/data from us. We will be updating them today. Ill keep you posted.

• Initial Complaint

  Date:01/09/2025

  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.

  My wife and I purchased a ******************* GT on December 14, 2024. We brought to our salesman, ******* 's attention that the car only came with 1 key fob and no owner's manual. He took note of these issues. Still to this day, these issues are unresolved. I have left messages to pass on to the Manager and General Manager and have not received calls back. This was my first time purchasing a car from *** South Austin and I am not impressed at all. Communication from the dealer needs much improvement 100%.

  Business Response

  Date: 01/09/2025

  Our sales associate will communicate with the customer that we have ordered the second remote fob to provide to the customer. 

  Customer Answer

  Date: 01/09/2025

  Complaint: 22789377
  
  I am rejecting this response because: the salesman told me last month the Key Fob was ordered. He still has not told me how long it will take for the key fob to arrive in. When I last spoke with him two days ago, he communicated he would get a status. Well, he never called me back. This communication is totally unsatisfactory. Thank you.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/20/2025

  Customer had **************************** for Today 1/20/25 to have remote key fob programmed with our service department. There is text communication from our sales associate from the customer stating that they need to reschedule due to inclement weather. Customer is aware of this as they have agreed to come Thursday 1/23/25. Key fob remote is here at dealership.

• Initial Complaint

  Date:10/28/2024

  Type:Product 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.

  Had transmission replaced under warranty with about 16 months ago. Paid out of pocket and been waiting for reimbursement ever since. I have contacted *** Consumer as well as Kia of South Austin with absolutely no resulting, just the well get back to you loop around, which they never do.With the new transmission they installed under warranty , the vehicle still broke down with transmission issues. Meaning they didnt even do the job right the first ******* the last three weeks I have been contacting *** consistently to get matter resolved in timely manner with nothing done. Understand things dont happen overnight asked for Daily updates, have not even received one, I had to call and find out.This is not ho you do business.

  Business Response

  Date: 10/29/2024

  we will be issuing a refund for this issue with the transmission *********** director will be in contact with this customer this week to get the details. 

  Customer Answer

  Date: 10/29/2024

  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:10/25/2024

  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.

  On June 13, 2024 i purchased a 2020 ************* GLE 350 (****** miles) from Kia Of South Austin. Prior to settling on a price for and purchase of this car, i requested for a CAR FAX report which showed that the vehicle has been maintained regularly by ************* of Austin. The salesperson stated that the car was in good condition and that it was serviced before sale. I purchased an extended service Contract through the dealership for protection. on July 27, 2024, I travelled to ******* to visit my daughter. While driving in *******, the big screen in the vehicle suddenly went blank and disabled the radio and navigation operations. the vehicle was still drivable and i drove it back to ************ on July 30, 2024. On August 2, 2024, i drove the car to ************* of ********** for repairs. During diagnosis, the technician discovered that the vehicle had water intrusion which may have been there for months as evidenced by the serious stain that it left on the seats and the entire wiring harness was completely damaged by water per the technician followed by the video of the damages. They estimated the repairs to be about $27,000. The warrantee company declined to pay for the repairs citing that water intrusion is not covered. i contacted *** of Austin to report this problem and requested that they repair the vehicle since i just purchased it. The used car Sales manager, ******, called me to state that they cannot do anything about it since i signed that i bought the car on As-Is condition. He absolutely refused to get involved in the matter. The car has been in the ************* dealership since August 2, 2024 and i have not been able to drive it since they said that it is not drivable. the current mileage in the vehicle is ****** miles. i paid $39, ****** for this vehicle. I want the dealership to remedy this situation by replacing this vehicle for me or pay for the repairs.

  Business Response

  Date: 10/28/2024

  This vehicle did not have any issues during the inspection and when the vehicle was sold. Existing water leaks in vehicles tend to exhibit a stench and or smell that is easily noticed and this was not the case for this vehicle and that the vehicle was fully operational for at least a month and a half based on the statement. Speaking with the ******** dealership they informed our management team that if the problem they found would have been very apparent had it been there at the time of purchase. The dealership is not responsible for any potential failures as stated in the ************************* "As IS" buyers guide that is required to be signed in every pre-owned purchase disclosing that there is no stated or implied warranty from the dealership. We have offered to trade this customer out of this vehicle. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an electric car which is still under warranty. I called this office to get it serviced as it was making an unusual noise. They asked me to bring the car in, after many calls to them and having kept the car for 4 days they told me that they just looked at it and they don't have the material. So I have to take the car away and bring it back at a later date. They have extremely poor, extremely unprofessional service level, they deprive me from using my car for 4 days without even letting me know what their plan was, and I was informed that they haven't done anything after I repeatedly called over 4 days. They need to finish the job at the satisfactory level and fix the car.

  Business Response

  Date: 10/25/2024

  Customer has vehicle in our facility and has a loaner vehicle we will have his vehicle addressed no later than early next week. 

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 30th, 2024, I visited Kia of South Austin and made a purchase of a Certified Pre-Owned 2023 Kia *** at the price of $16,865.62. The dealership's *** program ensures that every vehicle undergoes a rigorous 165-point inspection before qualifying as a *** Certified Pre-Owned vehicle. This particular vehicle was advertised and sold as Certified Pre-Owned, with an inspection checklist indicating that all items had passed. However, upon further examination, I discovered a chip on the windshield and a persistent smoke odor within the vehicle. I brought these discrepancies to the attention of the salesperson, who informed me that the dealership had attempted to fill the chip on the windshield and assured me that I could file a claim with the windshield protection warranty I purchased. Regarding the smoke odor, I was pressured into paying for its removal, which I declined because the *** checklist indicated he vehicle was free of odors, and the dealership agreed to address the issue. Two weeks after purchasing the vehicle, I submitted a windshield claim and took the vehicle to ********. They informed me that if the dealership had already filled the chip, their machine would crack the windshield and a crack larger than 6" is not covered under the warranty, so I declined the service. Additionally, the smoke odor removal service provided was only temporary, as the odor is still noticeable upon entering the vehicle. It appears that the dealership's *** inspection process may not be as thorough as advertised, as several items were marked as passed without a physical inspection of the vehicle. In addition, the purchase of the windshield warranty to repair a chip that the dealership declined to repair during the *** process may be rendered ineffective, as Safelite will not repair the chip if the dealership has already filled it. This raises concerns about the accuracy of the vehicle inspection checklist and the possibility of other undetected issues.

  Business Response

  Date: 09/05/2024

  We have been trying to contact the customer to make arrangements to address the concerns. We have not heard back from the customer as of yet but will continue to leave messages and wait for response to get the problem resolved. 

  Customer Answer

  Date: 09/05/2024

  Complaint: 22146413
  
  I am rejecting this response because:

  I have already spoken to the salesperson who sold me the vehicle after filing the complaint.  He assured me that the chip in the windshield was filled in by the dealership, but running your finger across it, you can tell it was not.  He also requested that I bring the vehicle into the dealership the morning of August 16th, and ai advised him that was not possible because my daughter was moving to college in ******* that morning.  I requested that *** dealership in Lubbock take care of the problems and was told that was not possible because the repair and odor removal will be billed to the dealership and another dealership will not accept the financial responsibility of the fixes.  I prefer contact through BBB messages rather than the phone until a resolution is agreed upon.

  Regards,
  
  ***** ********

  Business Response

  Date: 09/16/2024

  The purpose of reaching out to you via phone and leaving messages to return our call is to get information on the availability to get the vehicle to get the issues addressed near where the vehicle is located now. Since it is not an option for the vehicle to be brought to us in Austin. We have been calling and waiting for a response to try and coordinate with a vendor locally to your daughter and the availability of the vehicle to have the issues addressed since this all has to be choreographed remotely.   

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand new Kia ******** on the 10th of April. The dealership did not follow Navy Federals trade in policy. I even laid out the instructions in front of ******************* *************), that said to call Navy Fed, but because it was late he didnt follow the instructions. Due to this error, my loan is 8k+ higher than it should be and collecting interest. Not to mention my car payment is significantly higher than it should be. Ive been trying to work with the dealership over phone since the middle of April to correct this error. I haven been given the run around on the phone, not had my phone call answered, hung up on, or received no call back when leaving a message. So my husband and myself went in person on May 24th when I live two hours away and am heavily pregnant. That day I walked into the dealership and asked to speak to the manager. The manager never spoke to me or my husband. ***** did speak to us, said how Navy Federal telling me I was owed a check was wrong, and that they would cut the check that day with rushed mail and that it would be applied to the loan no later than May 29th. I called on May 30th to speak to ***** about how the loan was unchanged and asked for a tracking number for the check. He scoffed and told me that wasnt possible, to wait until June 5th, and if it wasnt applied by then to call him back. My first car payment is due June 13th, and I am trying to correct this issue before then so my loan can be corrected. Its also causing unnecessary stress on my pregnancy.

  Business Response

  Date: 06/05/2024

  We have provided the customer ***** tracking number ************ for the refund check. The delay was partly due to our corporate office being off location and our request in line with other check requests unfortunately we do not have the ability to generate checks on site for these situations in addition we did not have a tracking number to provide at the time requested.

  Customer Answer

  Date: 06/05/2024

  Complaint: 21806115
  
  I am rejecting this response because:
  At no time did anyone give that explanation. The manager was at the dealership when we drove over two hours to ask about their employee not doing their job correctly, at no time did they manage any of this. Yes, we have a tracking number of a check owed to us over a month ago. That isn't making it up to us or resolving anything. That is simply them covering their backs by doing what they should have in the first place. We will not be doing business with Kia of South Austin ever again, and if we do not receive this check we will be seeking further legal counsel. I would also expect to see their BBB standing drop based off of all the negative comments and reviews they do have. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/04/2024

  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.

  Car had motor replaced under warranty. Motor not installed properly & now has more problems because of poor ********* wanting more money to fix problems created them. Since they've had the car (5 MONTHS)it's had 2 alternators, claims bad wiring harness, steering put on crooked. All problems are warranted or caused by them.

  Business Response

  Date: 06/05/2024

  Customers vehicle has pre-existing wiring harness damage unrelated to engine replacement. The customer reached out to Kia *** consumer affairs to see if they would provide assistance for the repair but declined as there is not a failure to be covered but rather damage which is not covered under warranty. The customer has been provided an estimate that has been pending since May 23rd but has declined in efforts to find someone else to pay for the damaged wiring harness. We have also provided customer with an alternate quote to assist in saving them some expense to help but still has not accepted the offer. They are currently in a borrowed vehicle from the dealership. We will need this vehicle repair either authorized of return the borrowed vehicle and pick their vehicle up. 

  Customer Answer

  Date: 06/06/2024

  Complaint: 21801790
  
  I am rejecting this response because: That is a complete LIE. There was No damaged wiring prior. The car was returned to me rattling, crooked steering wheel & oil shooting everywhere under the hood & a 2nd alternator now burned up all after was supposedly test driven for 20 miles after 5 months. There's no way a new motor was put in & somehow wiring got over "overlooked" & returned to me. That could have been fatal. Obviously something forget to get tighten maybe yanked on something plus oil on everything from timing cover shorted something including alternator. All of which leads to mistakes & lies from your team. I do have a real certified mechanic willing to go on record & says along with others wouldn't have been near as nice as I have been. The car was returned to me claiming perfect operating condition when it was nowhere near. I willing to do whatever I have to for this to made right. I'm assuming I need a tow truck, I don't know if I can drive car or not because I don't know if original problem now problems are fixed.
  And yes I'll have your vehicle returned the minute my car is arranged.
  Regards,
  
  *********************

• Initial Complaint

  Date:04/08/2024

  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 had my car taken into Kia of South Austin on 3/14/24 for a repair due to pothole damage that occurred on 3/3/24. Kia of south austin has failed to update my insurance about the estimate for the repairs in addition to not reaching out to me to update me on the status of my car. I have called several times and was told i would receive a call back and have not received any sort of contact from them. I have been without a car for over a month and they have not offered a loaner or any information on when my car would be fixed!

  Business Response

  Date: 04/29/2024

  Customers vehicle was picked up already and taken to another location. *************************** wanted us to order parts from used parts from locations all across the country. We explained to the customer that we do not do that it is and also explained to insurance we need to order parts NEW from manufacture or aftermarket presented aftermarket parts labor quotes to customer/insurance, *************************** didn't want to budge on the used parts estimate. The customer came to tow out the car himself he didn't want to pay diagnosis fee at checkout so insurance came back at another time to tow this car out.  The customer was overall upset we weren't able to fix the car at our location but insurance didn't want to pay the parts and labor we quoted by our company to be able to honor warranty on parts and labor provided by our company. customer was not willing to pay to offset the allowance of the insurance portion of coverage. 

• Initial Complaint

  Date:02/28/2024

  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 bought a car and was forced to add this coverage. Called coverage to file a claim. Coverage wont cover it said I need to use insurance. I have had so many problems with *** and the dont help with anything they send me to a hotline with an automated voicemail. Then when I try to speak w a manager they wont get on the phone or stop answering. Buying from *** was the worse decision Ive made in car buying I want a refund for this coverage I was forced to buy that cant help me. Im sure *** gets a kick back from these coverages since theyre required to even buy my car. I didnt know that till I was signing paperwork. Talk about pressure

  Business Response

  Date: 02/28/2024

  Reaching out to customer to identify issue and provide a resolution. Left a voicemail to return call