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:09/18/2023

  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.

  I bought a 2015 Kia **** from Carvanna Price ****** Mille he******* I'm happy*bought extended warranty After ****** miles I am hearing loud noise from engine I took it to Kia of Carson twice*they told me I'm crazy nothing wrong *sound normal*then I had the option to keep or end my warranty so I did with the help of Kia of Carson they told me I have manufactures warranty for ****** miles Great * then my car had to be towed to Kia*engine problems and no alternator*wow they told me no way was rude Charged me double and I want adjustment or my warranty to cover this I bough a lemon and car still has problems

• Initial Complaint

  Date:08/24/2023

  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.

  My vehicle was stolen, the police located my car, I took it too the Kia ********** for service, they refused to work on it, saying the insurance has to pay full amount before they work on it, not good business practice, when the person has insurance, now in order to get my car from them and released to insurance company I have to pay ****** dollars not fair, the person I dealt with was very rude to me and insurance company her name is ****************

  Business Response

  Date: 08/24/2023

  Hello,

  We are limited in what we can do when it comes to insurance claims.  They must authorize any work before we can start unless the customer is guaranteeing payment.  In this case, the customer was not willing to do that.  We have records of numerous emails to the insurance company and they were very slow to respond or completely unresponsive.  It sounds like after all that, they had the customer take the car to a different facility.  We did an inspection on the car which we charge for and storage fees.  According to the insurance company, they will pay for the storage fees, but the customer didn't want to wait for them to send us a check and decided to pay.  The customer should be seeking the refund from the insurance company, not Kia of Carson.

• Initial Complaint

  Date:08/24/2023

  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.

  Paid for work that was not completed. I have pictures, receipts and proof. My major concern is because of this incident of malpractice, theft (took payment for work that was not completed) I have major concerns about all the monies I have paid to Kia of Carson over the years for mechanical work. They have proven to be dishonest and fraudulent. I expect full refunds for all services Ive paid for over over the last 6 1/2 years.

• Initial Complaint

  Date:08/03/2023

  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.

  I canceled my protection plan 3 months ago and Kia of Carson did not do their job to issue the prorated refund to my lender..so Im incurring interest every day on my loan

• Initial Complaint

  Date:08/03/2023

  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.

  DAMAGES TO MY CAR AFTER WORK DONE ENGINE WAS REP*** DAMAGES TO MY STEERING WHELL SPIRAL CABLE FOR THE *** BAG DUE ENGINE WAS REMOVED DAMAGES TO MY AXLE DUE ENGNE WAS REMOVED DAMAGES TO WHEEL BEARING FORCE AXLE TO FIT BACK IN PLACE CAUSE BRAKE ROTOR OUT SHAPE -RUN OUT ETC AFTER ENGINE REP*** DROVER CAR FOR A DAY AND HOSE BROKE MAKING ENGINE TO OVERHEAT AGAING

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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.

  The incident occurred on 09 May 2023 as evidenced in the attached invoice. I took the vehicle (VIN *****************) in for a diagnosis of a fault code P1C2800 from the engine light that had come on. The *** ********** inspection indicated that the problem was the oil pump (part#*****-2H000) and recommended replacement (See Section B of invoice). They want to charge $1395.95 to replace the part. However the problem is that the oil pump is covered under a ******* mile Power Train warranty. The dealership claims the oil pump is not part of the powertrain because their computer says so even though it's on the ***** 2020 Warranty and Consumer Information Manual (see attachment). I spoke to the service manager ************************* who said they go off of what's on the computer not the Warranty Manual. He directed me to call *** central office at *************. *** confirmed that the oil pump is covered by the ******* mile Power Train warranty. However, they claim that the part number for the oil pump does not correspond to the oil pump because their system has that part number listed as "Cylinder Assembly". I confirmed with the service department at the dealership, with the parts department, and with the internet that this the only part number for the oil pump. Basically *** advertises warranty on the oil pump but because they labeled the part number with a different name "cylinder assembly" they don't want to honor their warranty. *** points the finger to the dealership and the dealership points the finger to ***. I'm attaching copies of the invoice, the parts coverage validation, and the multi inspection summary as well as the Warranty Information for the 2020 *** **** in question.

  Business Response

  Date: 05/25/2023

  The dealership does not decide what is covered by the *** standard warranty.  We have to get ***'s approval in order to perform warranty work since they pay for the repair.  That is the reason you were directed to speak with *** and it sounds like they have told you that the part number that needs to be replaced is not covered.  We would love to do the work under warranty if *** would cover it.  I can't speak to ***'s advertising since we are just the dealership and have no part in those decisions.  Items like this are generally covered under service agreements that have to be purchased.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20052120
  
  I am rejecting this response because:
  

  The dealership is directing blame at *** and *** is saying the problem is the part number the dealership has assigned to the oil pump does not correspond to the oil pump of the car and therefore its not covered under the power train warranty. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2023

  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.

  I bought my car in 2020. Months shortly thereafter, I have had problems with the radio. Specifically apple play going off and on. I took it about a total of three times. Meaning I have had to take time off of work three times. Every time they said there was no problem even with recorded evidence. I left as is. Now Im having a problem with the coils. It has been my third time. The other two times it was fixed. This third time I went with the check engine light still on and once the service takes it, they say no light is on, even when driving it straight in with the service light on. The car presents problems when driving on the freeway like it is sputtering to turn off. This is dangerous for obvious reasons. Its still under warranty and the service department, even when working on the car in the past has asked if I wanted to take it over the weekend I think to protect themselves from providing a rental. I just want honesty. It is not uncommon to have a problem and for them to turn me away. This last time, the check engine light was on when I left the car there and all of a sudden its off. I believe the service department is turning off the check engine light. This really needs to be looked into. This car is a 2020 car. The coils are an easy fix. I was told by an employee that once one coil gives out, they all will but *** only allows them to change them one by one. Next thing my check engine light is magically not on after being on for two days.

• Initial Complaint

  Date:05/02/2023

  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.

  Purchased a 2016 *** ****** as well as extended warranty. I am the original owner. The vehicle currently has approximately 65k miles. ******* routine maintenance was maintained The car was taken in because it is consuming lots of oil. This is a problem *** is well aware of with there vehicles. This is a recall/ Technical service bulletin issue. I took the vehicle in for three part testing and it was proven in fact the vehicle is consuming lots of oil. I was asked to bring in my receipts of maintenance and or repairs and I supplied all receipts. They lost the first set of copies and I had to return two days later with a second set of copies. I received a text message confirming receipt. Kia of Carson told me they submitted everything to *************** and they are waiting for the okay to replace my engine. The turnaround time was estimated at 3 days. I rented a vehicle for three days until I was able to secure a loaner vehicle from Kia of Carson. One week later and no updates from Kia of Carson. I follow up, leave messages and two days later i get a call stating they need me to give them permission to open my engine to check for gunk. When I ask them to send me that in writing they tell me state I am missing service records from the first oil change up to 48k miles. ***** records were submitted with the others. If they have some they should have all. They never put in writing anything about permission to take the engine apart. I stated there was no reason to get an okay from me because thats a manufacture problem. I do have a case number ******** Bottom line, I want *** to replace my engine to resolve this well known problem. I did everything I was suppose to from paying my car notes on time, maintaining the vehicle, and following the protocol. I want my engine replaced as that is the remedy to resolve this issue.

• Initial Complaint

  Date:04/28/2023

  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.

  I wanted to buy a 2023 ******************* for the extra towing capability it offers compared to the base model. I explicitly stated that in a text to the sales rep before visiting the dealer. When we got to discussing price, I again asked about adding the tow hitch and wiring harness. The sales rep showed me these products on his screen with an estimated price. He said we could have the parts installed after purchase, and I agreed. After purchasing the vehicle and contacting the parts department, they said the parts have not been made available by *** corporate. Come to find out, there is no such tow hitch or wiring harness at all for the 2023 model. After researching online, there is no OEM solution to towing with the '23 Telluride. He must have shown me a picture of the 2022 accessories, since those are the only ones that show up on the *** accessories website. As a result, I now have no way to tow my camper, and will end up incurring cost to cancel several camping trips. I was lied to about the Telluride's ability to tow. *** corporate has also falsely advertised this capability on their website. If they had told me the parts weren't yet available, I would have kept my tow vehicle and waited to buy the Telluride. Instead I'm stuck with no way to tow, and seemingly no resolution to this problem. *** must stop the false advertising, and the dealer must stop these dishonest practices of roping people into buying a product that doesn't exist.

  Customer Answer

  Date: 04/28/2023

  I was asked to add my address. ******************************************************

• Initial Complaint

  Date:04/28/2023

  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.

  I purchased a car on 3/18/2023, I added the bumper to bumper and maintenance warranty. I was told I could cancel at any time, so I walked in two days later to cancel on 3/20/23 and to date its still on my finance charge. No one will send Kia ******* the check for $4000, so I'm paying a daily per diem interest on it. I have an email from the company who offers the policies confirming they cancelled it. I also have a text from the sales rep basically yelling at me telling me it's the "process". Can anyone help me?

  Business Response

  Date: 04/28/2023

  Hello.  The check has been sent out to the finance company.  It was processed on our end on the 19th, but they may have not credited it yet.  You should be seeing it soon though.