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:09/25/2023

  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.

  We went in to purchase a new 2021 Kia ***** We negotiated with online team ... they gave us a car model and price we showed up and the car we agreed on was not there. They offered us another ***** I'm a different color but same terms. Fine. When we were with the finance guy they told us that mats and owners manual were missing in the car but they would get it to us in a few days. It took a few weeks but we finally got the mats. It's been 2 years now - we are still waiting in the owners manual. We went today after getting the car seviced and they essentially called us liars. We have the iou paperwork and essentially said those expire within 90 days. We have tried calling, we've tried to talking toe anyone who would listen to us in the past two years. We've texted and today we were told there is nothing we can do. This is our second car that we purchased there. We had a great experiance there the first time ... wanting to give buisness to a place that made it so easy for us the first time... we went back and recommended several people to go there for there ****. This is disappointing and dismissive. We aren't allowed to be upset about being dismissed and lied. The online service manager is a scam artist and his sales *************** is rude and dismissive.

• 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.

  On 6/20/23 I went into Kia of Cerritos ******* center because my under splash shield had come off while driving and got damaged due to scraping on the road. I knew it would have to be replaced and unfortunately it was not cheap. I agreed to pay and get a new one installed. Two weeks later 7/3/23, the under splash shield came undone again and got damaged due to scrapping on the road. *** wanted me to pay again to get it replaced and then changed their minds and decided to do it free of cost. I am back now again on 9/19/23 with the same issue. The last time they rock we it free of charged I noticed once I got home that a part of the bumper that is used to connect the splash shield was still ripped from the first time around. No one from *** ever brought that into question and I believe is the reason why my splash shield keeps getting damaged. Because its ripped and and loose and with enough wind from driving eventually makes it fall and strap and get ls damaged. I talked to the sales manager ***** and even though he person went to check my car he believe that damaged was caused because I must of ran over a parking cement thing. He says there scraps and damages under my bumper but *** had this car for almost five years thats just wear from all the years Ive had it. Coincidence that Im having the same issue three time in the two and a half months. He even said that it can be possible that that is what happened but he doesnt believe that it the case. I think Ive been unfairly treated and I think the fair thing to do is to replace the part I had already paid for. The picture I uploaded is showing the rip that was there after they replaced is the second time.

• Initial Complaint

  Date:09/07/2023

  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.

  On 6/27/23 I went to get my 2016 *********** Repaired. My service adviser ********************* told me it was the Transmission. He told me that my extended warranty would cover my transmission, but the downside was that it was on back order and would take a couple of weeks to get it. I asked ***** if i had rental insurance under my warranty. He said yes and he would set up for me to pick up a rental from Enterprise rental in Cerritos ************ and that i would return the rental once my vehicle was ready, he would send me a text or call me. So i go get my rental i get a text from ***** on 8/15/23 saying my vehicle is ready and to return the rental. So i go return the rental, and they will bill Kia of Cerritos since they set up the rental for me. A month goes by and i receive a bill for the Rental from Enterprise asking me to pay $1212.63. I call Enterprise and ask them what this is for, They said they billed Kia of Cerritos but they only paid for 7 days, not the 25 days it took for them to get the transmission and fix my vehicle. So they told me to call the extended warranty company ************** and find out what my rental warranty covers. So i did and they told me the maximum rental allowed to be covered is 10 days. Which kia of Cerritos never told me, and they still only paid 7 days instead of 10. That's when i knew i got deceived and lied too and now i am stuck with a bill i had to pay. If i would of known i would never got a rental and just borrowed my family's car for the time being. On top of that i also called the warranty company that was paying for the transmission to get fix Mastertech ************** I also asked them if i have rental through them and they said yes i have 6 days at $40 dollars which the claim can only be put through Kia of Cerritos which they never did. I have attached all the proof from with my claim. Please help

• Initial Complaint

  Date:08/31/2023

  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.

  On 11/26/2022 I Purchased a 2014 Audi Q7 for $20,172.40." AS IS" Mileage *******. I wasn't offered a any type of Warranty. I should have been offered a 2 Days Cancellation Agreement as ********** Law requires. I had requested ****** several times and never received it. I requested a copy of the Pre-Purchased Inspection and it did not show Inspection of the Engine,Transmission or Other Important Componets under the hood. On 11/30/22 I returned the vehicle for loud noise coming from Engine. I got the car back 12/19/22. On 12/26/22 Oil Light On and from that date through July 15,23 I had to put ********** into the car 2 times a month 7 mo. On Jan 25, 23 I had to buy new Battery $450. On 7/15/23 Engine Light On. July 26, 23, Car takien to ********************************* ***** "Miles ****** On August 19, 23, My Extended Warranty Carrier is Direct ************************ Denied Claim Repairs . Reasons due to Pre-Exsiting Damages before Purchased of Coverage. And, Inspection reveal long term Damaged Componets not sudden damages. For the miles driven less then **** Miles. Kia of Cerritos failed to do a Complete Pre-Purchased Inspection. The Damage Componets were visible and should have shown on Inspection before Purchased of the car as indicated by the Insurance Carrier Inspector. As of today 8/31/23, My Audi has been in the shop since July 26th 23 and Is still there at ******************** Service ***** I must pickup the car on the 1st Sept without any Repairs done. Kia ********************** did not DISCLOSED the Damages on this Vehicle before The Sale.

• Initial Complaint

  Date:08/16/2023

  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.

  When I first went to ********************** for some recall and replacement of the plastic dash board that was broken beginning of 2023 year. The service person informed me that he will call me when the part comes in to the **********. No calls for 4 months or return calls regarding the parts. I made an appointment on 8/10 because my service guy told me that the part was in for me. When I get to the ********** he was not at the site because it was his off day. And nobody can help me. They don't know if they have the part of not. They need to check in the back. I also requested that for the second time to check my front *** that is connected to the Apple Car Play because it has bad connection and it does not charge when its plug in with the phone. One service person calls me a liar and I'm wrong regarding this. Second service person told me that he needs to check and that the *** is not suppose to charge the phone only connect to the Apple Car Play only. I have printed out the ******************* Tips from the website. It is telling me different information. I have told them that if you don't want to fix the car i can take this to a different Kia ********** who is willing to help me. The communication at the ********** is not correct and misinforming customers and wasting time for both ends. I don't need Kia ******** calling me a liar for telling them what the problem is with my vehicle. This is not what I thought I should be receiving as a customer.

• Initial Complaint

  Date:08/01/2023

  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.

  My 2019 Kia ******** has been having intermittent headlight and brake light failures since March 2022. Despite the fact that I have purchased an additional warranty for the electrical system on this vehicle and I was advised by my mechanic at Valvaline that a small fire had occurred in the vehicle and he suspected an electrical problem, the service manager at Kia of Cerritos refused to look the problems with my electrical system in December of 2022. Instead, Kia of Cerritos service department only changed the headlights. Because my car continued to have problems with intermittent failure of brake lights and headlights, I took it to the service department at *******************. ******************* found that the brake harnesses were burned out and replaced them. However, unfortunately, this did not solve the electrical problem. I continue to have intermittent headlight and brake light failures. When I took my car in this morning, Kia of Cerritos refused to approve a rental vehicle so that I could have my car serviced despite the fact that I have purchased an additional warranty for the electrical system on this vehicle. Unfortunately, after the last visit when I rented a vehicle at my expense and Kia of Cerritos merely changed the headlights, I feel that I should not have to rent the vehicle at my own expense. I would like Kia of Cerritos service department to do a thorough examination of my electrical system, fix the problem, and provide me a rental vehicle while they are doing so.

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  ****************** is the worst! Service advisors are so rude to not only customers but to their workers as well! Not to mention everytime i call to speak with the service manager, i get no call back after leaving voicemails. They ask for appts to be made but do not honor the time they give you! They get upset about not selling packages, they treat you like c***

• Initial Complaint

  Date:07/10/2023

  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.

  On May 27th 2023, went into Kia of Cerritos dealership and purchased a certified used vehicle with down payment of *****. Was told *** finance ******* was the ones to finance me the car. 2 weeks in the car was stolen and upon these circumstances, I found out the car was still not registered to me, nor was the finance company financing me. They had no record of me or the car. Due to this after recovering the car, the Insurnace hasnt been able to fix it since the vehicle still wasnt under my name. Spoke to dealership and they assured me the finance company was indeed financing me. Called the finance company same day again and they denied it and unable to help. The week of the 26th of June. I got a letter in the mail saying the finance company denied my loan. Went back to the dealership to talk to them and without explaining let me know the loan was processed on June 29th, without any information given to me as to where I was going to make my payments to. I called the finance company and they explained that the dealership must have not processed the paper work as it should have. At this point no one has been able to help me or give me any explanation.

• Initial Complaint

  Date:06/07/2023

  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.

  May 12th Shifting rod not operating without Key insert.Reached out to *** and made a service appt.No appts until 06/2 at 1345.Checked in for appt 06/2 at ****************************************** for 2.5 hours only to be advised I needed to drop my vehicle off for inspection.Today - 06/5 I called in to get an update and am being told my vehicle is assigned to **** who is off until 06/8 and no one else can assist me.They provided me with a number to text to "See if I could get a response"When I called the office and asked for a Manager at **** I was placed on hold for over 7 mins and had to hang up and call back.The same CS rep ******* answered and stated the manager left for the day and there is no one higher that I can speak to. The car was assigned to someone who is off until 06/8 and I can call back tomorrow and speak with the service manager but he will tell me the same thing.I asked for a Corporate number and advised I would be filing a formal complaint.She laughed at me and said no problem.Every time we have to get a vehicle serviced, we receive the same lack of care.I have purchased multiple vehicles from this location as it is a block away from my house but the service has gotten worse and worse over the years.The service manager is just as bad.He sits behind the desk and shows no empathy or care towards any customer.MY VEHICLE IS USED FOR WORK AND I NEED TO SUPPORT MY FAMILY. THIS IS UNJUST!IS THERE ANYONE THAT CAN HELP!

• Initial Complaint

  Date:11/11/2022

  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 sold my car to Kia Cerritos on October 5th, 2022. They agreed to pay off the car and give me $10,800 once they had the pink slip. They held the car for 8 days and then called me and said they were having issues getting the pink slip so I facilitated on my own to get them the lien release so they could file it with DMV and get the pink. The lien release was given to them on October 13th. It now has been over 30 days and I still do not have a check. They were keeping in contact with me but in the last 2 weeks they have stopped returning my calls which I feel would be a common courtesy. I have received an email from Carfax that work was done on the car on October 21, 2022 and I called the DMV and they say that Kia Cerritos is the owner not me and that they should have the pink my now. I feel like they are putting me off until they sell the car to pay me but that was not our agreement. I am angry and feel this car dealership is lying to me.