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:10/30/2025

  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 purchased a vehicle on 08/30/25 and it broke down on 10/19/25. The dealership is saying it's not covered under warranty because it is an outsourced problem and will cost over $8000. They say it was a rodent problem but I got a consultation stating the rodent infestation occurred way longer than Ive had it.

  Business Response

  Date: 10/30/2025

  We looked into this diagnosis and it's very clear that recent rodent activity is responsible for the issues.  The vehicle had to be towed in because rodents actually ate through some wires and harnesses.  The car could not have been sold in that condition since it wouldn't have been drivable.  Rodents can cause extreme amounts of damage to a car in a matter of days.  It's not common, but it does happen and that is what car insurance is for.  We are sorry that you are experiencing this issue so soon after buying the car, but it is external forces that we don't have any control over.

• Initial Complaint

  Date:09/11/2025

  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 recently had a very disappointing experience with my trade-in. I traded in two cars, but unfortunately, the deal did not go through. When I received both of my cars back, they were not in the same condition as when I traded them in.Specifically, I noticed that the window tint had been peeled off, the windows are now scratched, and my license plates are missing from one of the vehicles. This lack of care is unacceptable. If the dealership knew that the deal hadn't gone through, they should not have made any changes to my cars.I expected better communication and handling of my vehicles. I hope this issue can be addressed, as it has left me very dissatisfied with the service I received Sincerely ***** ******* ************

  Business Response

  Date: 09/11/2025

  Hello there.  Our records indicate that we did not do anything to one of the cars and the other one was reconditioned.  We did a safety inspection, changed the oil and filter, replaced the wiper inserts and detailed the car.  The technician noted that the car had scratches all around and protective guard under front bumper was not in good shape.  Since we couldn't secure financing for you, we did all of that at no charge to you.  There are no notes about window tint?  Normally, the techs ask for additional money to remove tint.  What windows are you referring to?

  Customer Answer

  Date: 09/12/2025

   
  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.
  
  Sincerely,
  
  ***** *******

  The 2 front windows was tinted and now they they are scratch and damaged and the windows will not roll up and down properly and also my license plates is missing from car

  should have never been touch until they knew it was financed 

  Customer Answer

  Date: 09/23/2025

  Subject: Disappointing Trade-In Experience
  Dear [Dealership Name/Manager's Name],
  I hope this message finds you well. I am writing to express my disappointment regarding my recent experience with the trade-in of my two vehicles at your dealership. Unfortunately, the deal did not go through, and I received both cars back in a condition that was far from acceptable.
  Upon receiving my vehicles, I noticed several issues that were not present when I initially traded them in. Specifically, the window tint on one of the cars has been peeled off, the windows are now scratched, and one of the vehicles is missing its license plates. This lack of care for my property is concerning, and I believe it reflects poorly on the dealership's commitment to customer service.
  Additionally, I have been experiencing problems with my car shifting into gear, which I suspect may be related to the motor oil change that was performed at your facility. This has added to my dissatisfaction with the overall service I received.
  I expected better communication and handling of my vehicles, especially considering the circumstances. I hope that we can address these issues promptly, as they have left me feeling very dissatisfied with my experience at your dealership.
  Thank you for your attention to this matter. I look forward to your prompt response.

  all I want is my windows back tinted and my license plates thats it I am not asking for any funds 
  
  
  Complaint: 23857594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/29/2025

  We've already agreed to tint the front windows and I believe it has been arranged.  We don't have the plates to the car so she would have to order them through the ***.  We don't normally remove plates from a used car, but we have put our inserts over the plates.  If the original plate is not under our insert, then it has to be ordered through the ***.  If the plates are not there, we'll reimburse the *** fee for new plates which should be around $27.00.

  Customer Answer

  Date: 09/30/2025

   
  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.
  they did tint my windows and I am satisfied with the results thanks again. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2017 Kia ****** to Kia of Carson in June 2025 due to an acceleration issue and inability to shift into 5th gear. After paying over $1,100 for recommended services, the problem was not resolved. I was then told that the turbo wastegate actuator needed replacement. I approved the repair with the understanding it would fix the issue and was promised a free rental vehicle during repairs.However, after the actuator replacement, the turbocharger failed entirely and needed full replacement costing approximately $3,400. Communication from the dealership was poor, inconsistent, and lacked transparency about the diagnosis and repair timeline. I was also misled about rental vehicle charges, initially told it would be free, but later informed I owed $375.Despite multiple attempts to resolve the matter through the dealership and Kia ********** I have received little assistance or clear information. I am seeking assistance with resolving repair charges, rental fees, and better communication regarding my vehicles repairs.

  Business Response

  Date: 08/04/2025

  Our notes show that we diagnosed your vehicle with an issue, but you initially declined and chose to do some maintenance recommendations instead.  On the next visit, you decided to proceed with the repair as we had diagnosed it.  The part was defective and was replaced, but unfortunately your turbo went out at the same time. Although we didn't work on the turbo and we feel the initial diagnosis was correct, we agreed not to charge for the repair that we completed.  We took the loss on a very expensive part.  Now,your vehicle needs a turbo repair and we offered you a discount.  We feel that has been communicated to you clearly. Please let our team know if you would like to authorize the repair. 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23691867
  
  While I appreciate the dealership's response, several points need clarification and correction.

  It is accurate that I initially paid over $1,100 for diagnostic and maintenance services in June 2025, based on Kia of Carsons recommendations. These services did not fix the vehicles core issueslack of acceleration and the inability to shift into 5th gear. I was never even told initially what exactly is wrong with my vehicle upon choosing services for my vehicle, and when picking up my vehicle after my 23 June appointment.

  I returned for further diagnosis and was told the turbo wastegate actuator was the cause. I approved that repair based on the assurance that it would resolve the problem.

  Only after the actuator was replaced was I informed that the entire turbo had now failed, and that a $3,600 repair would be required. This raises concern about either a misdiagnosis or a cascading failure related to the repair itself. At no time was I told the turbo was at risk. Regardless of whether the dealership worked directly on the turbo, the outcome left me worse off than before and still without a functioning vehicle.

  In addition, I was told that a rental vehicle would be free multiple times throughout the rental process. Only to be told that due to my vehicle being under corporate investigation and not actively being "worked on" that I later received a bill for $375 for this time period. Had I known I would be charged during this period, I would have returned the vehicle immediately. The entire rental process was poorly communicated.

  While I acknowledge and appreciate that the dealership waived the cost of the actuator repair, this does not resolve the core issues of poor communication, a failed or incomplete diagnosis, and a misleading rental agreement.

  At this time, I have completely lost trust in Kia of Carson, and have decided not to pursue further repairs through the dealership. I am currently in the process of pursuing other routes of repairing, or even selling the vehicle as-is. However, I am still requesting:

  1. A reimbursement of the $375 rental charge, which I was told would be covered multiple times.

  2. A formal acknowledgment of the poor communication and confusion throughout the repair process.

   

  Thank you for assisting in this matter.
  Sincerely,
  
  ****** *********

  Business Response

  Date: 08/11/2025

  We can't predict when a part like the turbo will fail so we could not tell you about the risk.  .  Unfortunately, it happened and we took the loss on the repair we made.  We understand that it is natural to blame the repair facility when the timing of parts going bad happen to coincide with another repair, but it does not make it our fault.  

  The original maintenace items were never meant to be a repair for the problem.  Our staff was surprised that you elected to do the preventative maintenance over the repair.  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23691867
  
  I am rejecting this response because:

  Kia of Carsons latest response completely ignores the core issues of this complaint and continues to deflect responsibility. Their statements are both inaccurate and disrespectful.

  
  1. Failure to diagnose and disclose:
  At my first visit, Kia of Carson never told me what was actually wrong with my vehicle. I was charged over $1,100 for recommended services that did not fix my car and had nothing to do with the problem. Only after I picked up the car and it still failed to accelerate or shift properly did I learn (while stranded on the side of the road) that the dealership believed the turbo wastegate actuator was the real issue, and that I had declined the service. This is false I was never told that information before or during the service visit.
  
  2. Misleading rental promises:
  I was told multiple times that my rental would be free. Only later was I informed I owed $375 because my car was under investigation and not being worked on. Had I known this, I would have immediately returned the rental vehicle.

  
  3. Unprofessional and evasive responses:
  Rather than acknowledging these clear communication failures, Kia of Carson has attempted to blame me for choosing maintenance over repairs. This is not only inaccurate it is insulting. Customers rely on the dealership to provide accurate diagnosis and guidance. Kia of Carson did neither.
  
  4. Result:
  I am left with a car that still does not function after almost 2 months of the dealership and corporate investigations, wasted over $1,100 on services that did not address the problem, and was misled into paying $375 for a rental.
  
  I am now requesting the following:
  
  -Reimbursement of the $1,100 I spent on unnecessary/ineffective services.
  -Reimbursement of the $375 rental charge I was told would be covered.
  -This totals $1,475.
  
  I originally requested only the rental reimbursement, but after reviewing Kia of Carson's continued refusal to take responsibility and the fact that the $1,100 in services were unrelated to the actual problem, I believe it is fair and reasonable to request both amounts.

  
  If Kia of Carson refuses to provide reimbursement, I ask that BBB record this complaint as UNRESOLVED to reflect the dealerships unwillingness to take responsibility for its poor communication, misleading statements, and mishandling of my vehicle.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking reimbursement for a charge made to my vehicle registration I had to pay for on a toll violation that was made on the car before I purchased the car. I have sent the information, called and left messages over the last 3-4 months and no response.I spoke to a Mr ****** in ***************** only once and he said they were working on it but I have not heard from him since. I call and leave messages but no one returns my calls. I sent the information they needed but no response.

  Business Response

  Date: 02/27/2025

  Please email any documents to ************************************************************.  You were not responsible to pay for anything prior to buying the car and that **** should have been sent to us.  Most likely, it's the previous owner's responsibility.  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22994637
  
  I am rejecting this response because:

  I sent the information as requested a week ago and have not heard from Kia of Carson, or a reply from the email recipient they told me to send the information to.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/18/2024

  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 Kia ******* from Kia of Carson Feb 2023 and have paid over the price for the vehicle. I dont drive much and havent put wear and tear or many miles on the vehicle thus far, however the transmission has went out. I dropped it off to the dealership and its my transmission is covered under warranty. Its been beyond a week and repairs havent gotten approved and the time frame for repairs is up in the air. This is causing a hardship for me I have a lack of transportation, I cant get to work, I have children and I am currently still paying monthly car note and insurance for this vehicle.

  Business Response

  Date: 12/23/2024

  Hello ******,

  We apologize that you are having issues with your vehicle.  Once we establish that warranty will cover the repair, we can offer you a loaner vehicle as long as you have the proper insurance.  We'll have someone from our team reach out to you.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22700855
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 12/30/2024

  I am rejecting this because *** is requiring my insurance to cover fully the rental and my insurance will only cover liability. In addition my car has been in their service department for 3 weeks and I have had to purchase my own rental out of pocket, I also in addition have to pay the monthly car note for the month that my car is being repaired for things hat are under warranty such as clutch and transmission. I had asked for detailed diagnostics on the vehicle because I suspect the car needs more than a clutch as I experienced transmission issues while driving. I am asking to be reimbursed for the car note and rental. 

  Business Response

  Date: 01/15/2025

  Hello ******,

  We will reach out to our service team to see what the status of the repair/approval is.  **** the manufacturer, has to give us the approval for the work and if it is covered under warranty, you will be provided with transportation.  As long as your insurance has enough coverage, we have loaners, otherwise, you will have to get a rental outside and then get reimbursed from Kia.  ************ consultant will walk you through that process.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  October 17, 2024 - I had a Service appointment with Kia of Carson for a recall. The service ***** also performed a visual inspection. I was asked if I wanted the repairs done and I declined as some of the repairs mentioned were done earlier this year. After the recall was performed, I left. When I was almost home, I noticed that one of the digital readings (miles left/gas) was going in the opposite direction which was not happening before I took my car in. I called the ************* and they gave me ********* extension (the *** who did the intake for my car). The phone went into voicemail and I left a message explaining the problem. I did this over the course of a week, left messages and even left a message with the ************ Manager but have not received the courtesy of a return call to fix this problem. The only calls/messages I have received from Kia of Carson is to offer me incentives to buy a new car.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kia ******** 2022 Certified pre owned on 09/03/24. The service was horrible. I was talked to in a disrespectful manner. The car was returned to the dealer as a lease. They sold it to me with the previous owners information still registered in the car. They never reset the car. I complained about the scratches and if they could be buffed they told me to make an appointment. The next day I contacted the general manager who told me to bring the car up there around 1130 only for the workers to state the ** didnt work there in that department. Called out of work went back up and the ** was sitting there. When I start the car it makes a noise. They told me it was a cold start. I had already drove the car there so it shouldnt have been a cold start. The scratches I complained about got painted over and the paint is bubbling. I have had the car for two days and now they are telling me I owe a $500 restocking fee on a car that wasnt ready to be sold. I have been to the dealership 4 times total and multiple phone calls and they tell me nothing is wrong with the car. Also the app states the oil changed is 731 days behind on the car. The dealer states I am over reacting.

  Business Response

  Date: 09/18/2024

  We only charge a $500 restocking fee if the vehicle is returned within 3 days, but the customer kept the vehicle so I'm not sure why she's asking for $500.  We took care of any concerns that were brought to our attention.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22247920
  
  I am rejecting this response because:
  
  I tried to give back the car. The dealer wanted $500. As of today, the car is with the dealer being repaired. The car is not even drivable at this point. It has a loud noise and knocking sound. I have video of how the car sounds. The dealership keeps hanging up in my face when I call and when I call blocked I leave a message and no one has responded. The car at this point is not working. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:08/07/2024

  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.

  Hello,I purchased my vehicle at this dealer and I have to say that I am very disappointed. Disappointed becauseI was given one key, promised car washes, oil changes, etc... When I pointed out the rusted paint chips I was promised it fixed, still nothing. Being a single mother of 3 kids I felt very taken advantage of. Being that this was my very first purchase, I definitelywas promised so many things and becauseit was a "preowned" vehicle, things now changed. I walked out of there asking for my other key and was promised it and yet nothing. I plan on definitelyconveying my concerns to whoever and whomever I can. This is just honestlysuper untrustworthy, unprofessionaland unethical.

• Initial Complaint

  Date:07/24/2024

  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 took my car to their dealership 3 times due to a check engine light on. Finally after paying them many times they told me my motor was not working and that they will contact for the warranty which is ******* miles or 10 years. My car is ****** miles and 5 years old so I was confident I would get approved. However, they had me waiting for two months without a car making me spend more money to find my way around town just to tell me after TWO months that my car was fine and they will give it back. Shortly after I notice my car specially the motor smells like gas furthermore it turned off on me once. But because the check engine light is not on they dont wanna even send it for the warranty. This is about principal and they holding their word my motor does not work and they should keep their promise of the warranty.

  Business Response

  Date: 07/26/2024

  Hello there.  I hope someone from our team has explained the warranty claim process.  We don't authorize repairs under warranty, *** corporate does.  We submit all of our findings and submit it to them and they let us know if any work is authorized.  The results from the tests on your vehicle did not meet their requirements for an approval from ***.  I know this process can be frustrating, but *** has processes in place that me must adhere to.  The number for *** Consumer Affairs is ************ if you want to open a case with them.

• Initial Complaint

  Date:07/15/2024

  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.

  My car was vandalized on 6/15/2024. My partner called Kia of Carson to see if we could get my car fixed there, and they assured him that they could. The weeks following this incident have been nothing short of a nightmare. My insurance company, State Farm, has shared with me that the person that was their point of contact for my car, ***********************, was extremely hard to get ahold of and was very rude. They requested photos of my car, which took weeks for her to do. She would lie to me on the phone stating that she had sent in what they requested or that she hadn't received phone calls from my insurance company, but those turned out to be false. She told me on 7/5/2024 that my car had been accruing a holding fee of $45 a day, something I was never informed of. She then states that State Farm told her that they would cover these fees if we got my car fixed at ***, which State Farm told me was false. I spoke with her manager, *************************, who waved the daily fees. I scheduled for a tow through ********** to get my car from Kia of Carson, and when my male partner and I went to speak with him and pay off any other fees, he only spoke with my partner and refused to speak with me at all even though I am the owner of the car and have been the main point of contact. Even when I asked him questions directly, he only looked at my partner to answer. This made me feel targeted and discriminated against. The towing company went by today to get my car and were told that Kia of Carson was closed, which they aren't. My partner tried calling Kia of Carson to look into this, but suddenly ****** and **** were no where to be found. I feel as if Kia of Carson saw that I was a woman in need and have been trying to get as much money out of me as possible. If my male partner didn't get involved, I'm sure I would have experienced different service. I am severely disappointed as my partner's parents bought their *** from Kia of Carson and spoke highly of them.

  Business Response

  Date: 07/26/2024

  Hello there.  We looked into this and it looks like your insurance company would not authorize the work and wanted to find a cheaper place.  We don't have this problem with most insurance companies but apparently yours is one of the more difficult ones to deal with.  This has nothing to do with your gender and sorry that you took it that way.  There is nothing to gain for us to have your car on our lot taking up valuable space for that long and not get the job.  It sounds like your insurance may be doing some finger pointing since they are opting to go through the more difficult route rather than having our shop complete the repairs.  I'm sorry you have to go through this whole ordeal, but hopefully they get you back in your car soon.