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:07/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12, I went to the dealership to do the lease buyout, I brought in the quote I received from *** finance ($50,183). I agreed to $50,394 because it was closed to the buyout quotes. Then, I wanted to cancel the excess wear and tear ($900), it was added to my down payment. But, when I got home and saw the contract, the total price was raised to $51,294. So, technically they didnt give me the $900 back.Additionally, I was lied to paying for the **** security system. I wasnt told there was an option of not activating the pre installed system, even though I said multiple time I dont want the system. I want the system cancel and get my refund ($1495).

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They changed the number on their ****** website saying that someone else owned them

• Initial Complaint

  Date:04/21/2025

  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.

  The service department took possession of our vehicle on 4/15/25 and have provided little to no update. ****** at the service department is not responding to calls or text. We do not have any updates as to what the issue may be or for how much longer we will nit have a vehicle to use.

• Initial Complaint

  Date:08/21/2024

  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.

  Complaint Summary:I purchased a certified pre-owned vehicle from *** of Covina. Shortly after the purchase, I discovered that the tires were severely worn and below safety standards, leading to unexpected and significant expenses. Despite addressing this with the dealership, they refused to take responsibility or provide any assistance.Details of the Complaint:1. Vehicle Purchase: - Purchased a certified pre-owned vehicle from *** of Covina. - Chose this vehicle with the expectation that it met safety and quality standards associated with certified pre-owned cars.2. Issue Discovered: - Less than two weeks after purchasing the vehicle, my partner experienced a flat tire. - Upon inspection by a tire shop, I was informed that all four tires were below the minimum tread safety requirements and needed to be replaced.3. Unexpected Expense: - Replacing all four tires is a significant financial burden, especially considering that the vehicle was recently purchased and certified by the dealership.4. Dealership Response: - I returned to *** of Covina to seek assistance, explaining that the tires were not in compliance with safety standards at the time of purchase. - The car service department was understanding, but the used car manager refused to cover the cost, stating that I had driven enough miles to potentially bring the tires to the minimum requirement.5. Concerns: - The dealerships refusal to address the tire issue suggests they did not properly inspect the vehicle before certifying it. - I believe the vehicle should have been sold with tires that met safety standards, and the dealerships lack of accountability is unacceptable.6. Resolution Sought: - I am seeking reimbursement for the cost of replacing all four tires, as the vehicle should have met safety standards upon purchase.

• Initial Complaint

  Date:01/30/2024

  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.

  On 11-27-23, my 2023 Kia ***** shut off exiting the freeway. It was idling rough and wouldnt remain running when I tried to restart. Had the vehicle towed by AAA home since it was after hours. The next day I got the vehicle started and had to drive it to the dealership while putting the vehicle in neutral, giving it gas to keep running. So going in and out of drive and neutral I got the vehicle to the dealership on 11-28-23 with *****************************. He advised they were busy and wouldnt see the vehicle for a week. I inquired about a rental or loaner vehicle but they said its against policy until they diagnose a problem or is being repaired. I then called on 12-4-23 asking for *******, was told he was out sick and Id have to wait for him to return to work to get an update. 12-5-23 I got a call from ******* asking to take the vehicle on an extended drive to further diagnose the issue. He stated they couldnt recreate the problem. I never heard anything until I called again on 12-7-23. I spoke with ******* and he said they couldnt find an issue and my car was ready for pick up. I picked the car up on 12-8-23. Drive the car for the next few weeks and it died on the freeway again on 1-18-24. I drove the vehicle back to the dealership in the same manor I had previously. I spoke with ******* again and he promised to have his shop ******* take a look asap! The mileage driven between incidents was over 800 miles. I called on 1-19-24, ******* again said his shop ******* was on it and Id receive a call on 1-20-24. Didnt get a call, called back on 1-22-24. Was advised ******************** in again. I asked who else I can call, they provided me with Kia ******** affairs. I spoke with ******* opening case # ********. She called the dealership and said they needed till 1-25-24 to produce a diagnostic and for ******* to call me back. Never heard from anyone. Now called on 1-30-24, spoke with ******* who called the dealership and said they will update *******.

• Initial Complaint

  Date:07/17/2023

  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 June 27, 2023 I dropped off my 2021 Sorento for a thumping noise coming from what sounds like the transmission, I only say that because I am a mechanic myself, also back in April of 2023 I took it in for an electric oil pump for the trans. that had a recall and they were suppose to check the transmission for excessive wear that could be caused by the faulty oil pump. When I took it in for the recall I mention the thump that had started a few months back before I got the recall letter, they told me this recall fix will fix the thump. Fast forward to a month later I get in the car for the first time to drive since it is my wifes car and I hear it and I asked her if it had been doing that and she said that it never went away even after the recall fix. So I call the dealer service ***** And I get an appt a few weeks out which was June 27 2023. I drop the car off June 27th a Tuesday and they say we will update you Friday. So Friday comes and no one calls so late in the afternoon I call them and they say the Technician cant hear the noise but that the service writer and customer relations person were able to hear so that to check it again and they would update me. Another 4 days go by so I finally decided to call since no one called me and they said the tech heard it but cant make it happen again. Another 2 days go by and I hear nothing so on my way home from work I just show up and the service writer asks if I would like to see if I can show the technician the noise. The service writer started the car heard the noise, then I start it with the tech and he hears it so they say ok we will go deeper in to it. 10 days to verify a noise is ridiculous. Long story short after 17 days I finally got fed up and just picked up the car I never got an update from anyone including the service manager who said he would find out what was going on. 17 days and they only dropped and trans. pan and check the trans mount. Ended taking my car home and nothing got fixed only 18k miles.

• Initial Complaint

  Date:06/07/2023

  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.

  Mid February my car broke down I took it into the dealer about a month later I was informed it needed a new motor the car only had about $65,000 miles I purchased it with just over ****** miles from then we've been contacting the dealer and the motor still has not come in the insurance company already okay the cost of the motor because I have insurance and warranty on the car. 4 months later we are still waiting on our car we call about once a week and we're just informed that the motor still has not come in.

  Business Response

  Date: 06/07/2023

  Good morning,

  All repairs had to be approved by the extended service contract company.  They require tests that do take some time.  Once the engine was approved, we immediately ordered it.  The engine was on backorder from the factory and we promptly informed the customer.  We checked the status of the engine weekly and also informed the customer of this.  The engine arrived and work has been completed.  Customer is already scheduled to come pick up his vehicle.

• Initial Complaint

  Date:05/23/2023

  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 took my car to Covina Valley Kia dealership in Covina ********** because I was to get an oil change. Certified mechanics inspected the car, they did the oil change and every time they rotate the tires, make sure everything is as it should be because I have maintenance program, I was not informed if the car needed anything or warned me of any problem, this was my last without paying a dime. I spent about 4 hours waiting for my car, when done, I left, I live about 20 minutes away. I was on the freeway, I heard a noise that it did not have before I took it in, I called the dealership and I said, my car has a noise what did you do to it, did you rotate the tires or did something. They said, bring it back, but I had responsibilities to take care of, I did not go back, I took it to a tire shop, they said, everything is fine with the tires.The noise continued, I figured, they checked the car, they did the oil change, they make sure everything should be fine, three weeks later my car broke down, it was shooting off. I took it to a mechanic, he checked and told me that the 3rd spark plug had no pressure, he said, I adviced you to take it to the Covina Valley Kia again. I called the dealer, they said, bring it in, my son and I did, they kept the car for a month, I have been waiting, they called me this past Friday and told me that *** ******** program will not fix my car that it was denied, they gave me a phone number and said, called and tell them you are not happy. I called ********** waited 1 hr and 37 minutes to hear that Covina *** had said, the car broke because of maintenance. I said, my car started having problems after they did an oil change, by their "Certified Mechanics". I have done all the oil changes, change spark plugs at ****** miles and ******* what happened are *** cars disposable cars because I had an Integra ****, and still working 23 years. I need my car repaired and it is their responsibility. I took care of my car because I needed it.

• Initial Complaint

  Date:04/20/2023

  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.

  My husband and I identified a used vehicle we wanted to buy, reached out to the dealership and scheduled a time to test drive the car. After test driving the car on 4/15/23, we sat down with a sales rep who reviewed the pricing of the car but was not able to answer all of our questions related to the vehicle and it's warranty. Due to time constraints, we had to leave and call back later that afternoon. ***** was the salesman who we worked with from this point on. He assured ** the car had a manufacturer warranty and reviewed the pricing with **. The following day, 4/16/23, my husband and I decided we wanted to buy the car, but still needed to work out the details of the finances. We notified ***** that we would like to purchase the car and he agreed to let ** give a deposit of $1,000 to hold the car while we worked out the financing with our bank and had some money transferred from our investment account into our checking account. A deposit was given to Covina Valley Kia over the phone 4/17/23 and a picture of the vehicle was sent to ** via text, showing a bright green SOLD sign in the window. ***** assured ** the car was being moved to a back lot and taken off the "floor", and never gave a time frame to when the car would need to be picked up. First thing Monday 4/17/23, we contact the bank and received the pre-approval letter that was shared with the dealership and we also agreed to and completed their online request for financial information in order for them to "check our credit score". Over a text exchange, we then explained to ***** that we were now waiting for the investment funds to post to our checking account, and would be in Saturday, 4/22/23, to finish all the paperwork and buy the car. Wednesday, 4/19/23, ***** began sending text messages threatening to "put the car back on the floor" if it was not picked up within 48 hours. This was news to **, as this was the first time he gave a time frame for "pick-up". Since we had agreed on Saturday 4/22/23 for pick-up, and 48 hours would be Friday, 4/21/23, I asked ***** if Saturday was no longer going to work. He simply replied, you need to come as soon as possible. Since he had said 48 hours, and I was working, as was my husband, we decided not to argue the "new" time and make arrangements to pick-up the car at the 48 hour ***** Friday morning, 4/21/22. A few hours later, on 4/19/22, the same morning that he threatened withthe 48 hours, my husband received a text from ***** informing him that our deposit was being refunded to **, and the car was being "put back out". Attached to the text was a picture of the receipt for the refund. Immediately my husband called ***** to question why the sudden change of events?? He only said that he "didn't have control" and blamed management. No other explanation. I immediately called the sales manager to get clarification, and he agreed to take a report, but went on to explain that the car was already sold to someone else!!! Why was the car on the floor???? What happened to the for sale sign, and the 48 hours? OUTRAGEOUS!! The car should not have even been on the floor for someone to see. Don't buy a car at Covina Valley Kia!

• Initial Complaint

  Date:11/18/2022

  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 vehicle has been in their possession since 9/20/22. I wasn't given a rental vehicle until 10/04/22. They made me go to Hertz rental. It is now 11/18/22 and my vehicle is still not ready. My vehicle under warranty for an engine replacement. They tried to only replace certain parts of the engine and get other parts resurfaced. I asked them to replace all parts as per warranty. New parts have been in their possession since 11/11/22. ***** calls & tells me I need to return the vehicle. I called **** at Kia ********** and he says he cannot extend my rental and must return the rental in exchange for an on-site rental. They refuse to give me a compatible vehicle to my car. I have been struggling to be heard. The supervisor ******** and manager ****** are not sweet. I am very overwhelmed with stress and had a breakdown due to the multiple trips to the ********** to exchange rental vehicles with no success. I need help. I need my car back. I cannot communicate with ********, ****** or ****.

  Customer Answer

  Date: 12/01/2022

  The vehicle was completed and I picked it up on 11/23/22. On 11/25/22 I was debited nearly $2,000 from Hertz rental. *** of Covina has yet to reimburse me or find a solution. ****, service rep, asked for an update on the vehicle and it's performance. I shared the steering wheel is now tight and a rubbing sound is present every twist and turn. ******** and ****** refuse to inspect the vehicle and service the defect that is newly present after originally being serviced with them. I did not have any issues with the steering wheel prior to. They took out and replaced the engine now I have a steering wheel issue. ******** has been rude, disrespectful and unwilling to help. ******** makes me feel insignificant and discriminated. I am now stuck with this new problem they have caused.