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:06/18/2025

  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 sold a *** forte in february 2024 that I purchased from team ***. I've contacted them numerous times since asking for a refund of my GAP policy purchased through them. They do not return calls. The phone number they place me to does not accept messages. I want a refund of my policy.

  Business Response

  Date: 06/19/2025

  Please reach out to out *************** Manager, ******** at ***********************

  Customer Answer

  Date: 06/23/2025

  I was passed onto the lender.  The saga continues...

  Business Response

  Date: 06/24/2025

  Check was issued back to lienholder on 03.05.25 and cashed by them in the amount of ******. in regards to reimbursement of funds customer must contact the lienholder

• Initial Complaint

  Date:08/28/2024

  Type:Order 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 demand a full cash refund for the cash/debit down payment on the 2020 Chevrolet Malibu that I purchased In January 2024 from Kia of El Cajon. Kia of El Cajon violated code 15 U.S.C. 1605 15 U.S.C. 1605 violation of the truth in lending act (****) in connection with the 2020 Chevrolet Malibu VIN ***************** That I purchased from team of Kia ** Cajon as evidence by the contract dated on January 3, 2024. Under the truth in lending act, It is mandatory for dealerships to provide consumers with accurate and complete disclosures regarding the terms and cost associated with consumers credit transactions, my concerns specifically pertain to the following **** Violation 1. Unauthorized cash/debit down payment, the contract stipulates a cash/debit down payment requirement for the vehicle purchase when it is in violation of the **** and 15 U.S.C 1662B ( No Down payment is required)

  Business Response

  Date: 08/29/2024

  Your contract was compliant and complete with Capital One. 

  Customer Answer

  Date: 08/31/2024

  I demand a full cash refund for the cash/debit down payment on the 2020 Chevrolet Malibu that I purchased In January 2024 from Kia of El Cajon for $4000. Kia of El Cajon violated code 15 U.S.C. 1605 15 U.S.C. 1605 violation of the truth in lending act (****) in connection with the 2020 Chevrolet Malibu VIN ***************** That I purchased from team of Kia ** Cajon as evidence by the contract dated on January 3, 2024. Under the truth in lending act, It is mandatory for dealerships to provide consumers with accurate and complete disclosures regarding the terms and cost associated with consumers credit transactions, my concerns specifically pertain to the following **** Violation 1. Unauthorized cash/debit down payment, the contract stipulates a cash/debit down payment requirement for the vehicle purchase when it is in violation of the **** and 15 U.S.C 1662B ( No Down payment is required)

  Business Response

  Date: 09/01/2024

  U.S. Code 15 1662b -  Deals with The advertising of down payments and installments. It does not give you the right to a return of the down payment. 

• Initial Complaint

  Date:07/14/2024

  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 2021 ********** Jetta on June 3 2024 from this dealership. I have had nothing but issues with this car since I got it. Two days after purchasing the vehicle I got a message saying I was due for an oil change. I told the sales man who sold me the car and he said that should have already been done. But it wasnt I paid out of pocket. 2 weeks later my check engine light comes on for an engine code for evap system valves stuck open and closed. I take it in its in the shop for a couple days. Flash forward now 2 weeks later my check engine light is back on with the same engine code after they replaced everything. When I took the vehicle into the service department I told them how the week previous on date (June 26) when I put my car in reverse it would not move and would not go forward either it was like it was stalled. They claimed they didnt have any issue with my vehicle. Also starting June 19 my car started making a loud honking/roaring noise when put in reverse. I have it on video and yet they claim they didnt hear it. My brakes started to make noise all within the same week. They also claim they didnt hear it I am filing a claim because I believe they sold me this car with all of these issues because I was a young girl by myself purchasing my first car. They told me this was the only car I would get approved for and brought it out from over stock to show me I never walked the parking lot to look at vehicles for them. It was like they decided this was the one for me and they told me it would be hard to get approved with any other car given im a first time buyer with little work and credit history. I feel taken advantage of and now it is coming back to get me because I wanted a reliable car and now I feel this fast into owning my first car this car isnt reliable. I havent even made my first car payment yet and im having all of these issues. It has been nonstop since the beginning.

  Business Response

  Date: 07/22/2024

  Reached out to customer to resolve issues

• Initial Complaint

  Date:06/30/2024

  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 the vehicle January 5 of this year 2024. Its a white ***** Malibu when I purchased this vehicle I realized when I got home, they included a couple warranties I did not need.I felt like I was blinded but The one and only warranty that I feel like is most important they did not include, which is the powertrain warranty here we are not even six months later my check engine light came on my brand new used vehicle from Kia of El Cajon. I brought my vehicle to Kia of El Cajon on 6/28/2024 and Explained my check engine light came on and I literally just bought this car not even six Months ago the sales manager ( **** or ****) on site agreed to waive the diagnostics fee. I put the car in the service department around 9:30am . After waiting until noon, I finally reached out and asked for an update. The service department texted me saying that she was on the phone going over warrantees to see if the transmission was covered and shell give me a call back when shes done she gave me a Call Back 30 minutes after she sent that text and told me my transmission assembly needs to get repaired and it will be $7000. I explained to her I literally just purchased this car not even six months ago. This is not right. She said its not under warranty and if I would like to speak to the sales manager, then I could, let her know that I was on my way . When I got there, I spoke to the sales manager on site again and explain to him. What the repair is. He advised me to come back the following day and talk to the sales manager That was there when I bought the car . At this point I honestly dont know what to do, I feel like I was scammed. I put $4000 down for this vehicle and have paid $420 monthly and now they are saying I have to pay $7000 for a major repair. I dont feel like this is right.

  Business Response

  Date: 07/02/2024

  The Malibu was purchased January 04th 2024 and came with a 30-Day/3000 Mile PowerTrain Warranty. The warranty has since expired, customer did not purchase any extended warranties. 

  Customer Answer

  Date: 07/02/2024

  Team of *** should be responsible for this repair . I havent even had this car for half a year . I dont think anyone Would make a purchase If they knew that there was going to be a major repair that cost $7000 not even a year later. I feel like I was scammed I was offered many warrantees that were not needed except the powertrain warranty . I feel like they knew about this problem before selling it to me .

  Business Response

  Date: 07/10/2024

  Reached out to customer to inform her that we would pay half of the cost to fix the transmission issue; to help ease the financial burden on her. However she informed us the vehicle was already traded in at another dealership. 

  Customer Answer

  Date: 07/15/2024

  ON 7/3/24 the 2020 Chevrolet Malibu was traded in/paid. On 7/9/24 I went to *** to speak with a manager about the warranties I had on the 2020 Chevrolet Malibu. Manager ******, after he confirmed warranties are still active. I handed ****** the Notice of transfer and release of liability For the 2020 Chevrolet Malibu, so I can get my prorated cash refund for my warranties. ****** Then said I can only get a refund for 3 out of 6 warranties I purchased with the Chevrolet Malibu. He did the paperwork and I signed for the refund after he said he couldnt give me an estimate refund amount but h*** process the paperwork today. On 7/10/24 ***** from Kia of El Cajon called me to see if I could come in and have a meeting with him and his manager to resolve the issue with the 2020 Chevrolet Malibu. I informed him I had already traded in/paid off the vehicle and I came in and spoke with ****** for my prorated refund for the warranties. He apologized and wished he was involved sooner and stated *******, we work with Our customers and try to help with the bill *** he confirmed he seen the notes on 6/28/24 from the diagnostics with the transmission issue. ***** then apologize a few more times as I expressed all the troubles I had to go through *** then he said he will bring it up to his manager, and they will contact me to see what they could do to amend our friendship. It is now 7/15/24 *** I have not heard anything from ***** or his manager.

  As far as the three remaining accessory warranties that I had on the 2020 Chevrolet Malibu that is now traded in/paid off, I would like to request a prorated refund for those since ****** wasnt able to.
  

   

• Initial Complaint

  Date:06/20/2024

  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 had my car towed from ****************** to kia of el cajon service department because I had purchased a platinum extended warranty on my car and when I called to find out how I go about filing a claim I was told I had to take the car to where I bought I if it was with in 50 miles. that was 06-18-24 yesterday . I explained to the service **** that while at a stop light waiting to go car would not go. The car is manual it was in first but wouldn't move. there were no engine lights on. I was informed I'd have to pay the 240 diagnostic fee if it wasn't covered by warranty. I was told by my service helper that it should be covered i wasn't over the mileage allows , still not knowing exactly what was going on . I called the next morning to find out if they diagnose it and finally around 130 I got a call to let me know the claim was denied for the extended warranty because its the clutch and that is considered maintenance and the contract states that clutch parts exluded. well I ask how do you know for sure its the clutch is the clutch pad wore out or the discs wore down he said it's the clutch engagement so I ask well how is that maintnance wouldnt clutch engagemrent be related to the essential function of the car. He said clutch parts are excluded from contract. I called the warranty company ask why was it denied and well now I owe 240 for diagnostic since claim was denied. I have my husband go to get the ********* elsewhere for a second opinion he asked for pic n video of when they checked my car n diagnostic so he gave a paper to him that basically said customer said this ************* confirmed what I said clutch wont engage .$240. to repeat what I just told him.no taking car apart to look ,no machine to diagnostic it . then found out when we got to other dealer the warranty company said they knew nothing about the starter it wasn't mentioned but its on the paper they gave us. and that would of been covered n I want my 24o back its not ok

  Business Response

  Date: 06/20/2024

  Customer was reached out to by **************** Rep. ******** customers response.  

• Initial Complaint

  Date:04/23/2024

  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 this certified used 2017 ***** suburban from team Kia of El Cajon after bringing my car in for service to fix the issue with the check engine light they stated to me that they are not equipped to service the vehicle and after leaving a message with the service manager that was not returned I called back in when my check engine started flashing and got my warranty info and took it to the ***** dealer and found out it have misfire codes aswell as coolant codes is currently still in the shop being diagnosed and would like my money back and all the money I paid into the vehicle so far and they can have their product back

  Business Response

  Date: 04/23/2024

  Customer was contacted by the Service Manager, provided information, awaiting customer's response.

• Initial Complaint

  Date:02/25/2024

  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.

  I purchased a tigun ********** suv low mileage in November 2021 and in June 2022 a drunk driver totaled loose my vehicle. I was told by gap insurance the dealership overcharged me for what the vehicle was actually worth at the time and would not being paying for the full loan. I still owe $6,000 on vehicle and the bank is now sueing me to pay the remaining balance which isnt fair and especially since they knew the situation and circumstances. It just isnt fair. I was in a rental car from July 2022 to March 2023 paying out of pocket because I couldnt get into another vehicle

  Business Response

  Date: 02/27/2024

  Customer's issue is with the bank, not this dealership. Although we empathize with the situation, there's nothing we can do.

• Initial Complaint

  Date:02/19/2024

  Type:Order 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.

  Date of purchase:02/17/2024 I went in to purchase a **** but after test driving the vehicle, it was too small. The dealership had me test drive the Kia ****** I had asked them about financing options for the Forte offered through **** I was told that none were available. Which is untrue. There is a lease option for 1.99% and a purchase option of 3.99% for 48 months. I was even asked by the salesperson what I wanted most from a dealership, I told him INTEGRITY was at the top of my list. To make a long story short, I was there several hours,I was the last contract to be signed for the night , I waited along time to finally talk to finance, I even asked if I could come back the next day when I was not tired, they had possession of my car keys so leaving was not an option for me. The next day, I got a call from Kia ******* and I had even signed a contract for a Kia **** rather than the Forte that I had driven home. The dealership wants me to pay 10% financing, and the ***** that I traded in, the dealership absorbed the $7,000 in extra charges, like charging me over $900 dollars for a service contract, that I was under the impression was part of the quoted price. I am giving you the vin to the car; *****************

  Business Response

  Date: 02/24/2024

  We invited the customer back in, reviewed her complaint with her, including going over all of the inaccuracies in said complaint.

  We then renegotiated the deal to her satisfaction, and consider this complaint closed.

  Customer Answer

  Date: 02/24/2024

  I have not received my new contract. I did meet with staff if ********, but have not been sent over the new contract. Met with them on Wednesday, February21,2024. 
  The finance Department was suppose to get back with me on Thursday the 22, but received a text from Support team saying that they were slammed , and it would be Friday morning. I heard from the finance Department on Friday, but still not resolved. 
  This morning , Saturday( February 24th) a member of the sales team called me to say that the finance person would be out of the office until  Tuesday, February 27th, and that the dealership was unable to forward the New Contract because the dealerships systems were down. At this point in time, Im not sure because I dont have the New Contract. I am still hopeful that the Safeguard, and the Resist All will be removed from my contract, since they are listed as optional. I will update this correspondence when I am able to speak to Finance on Tuesday. I am confident

  Business Response

  Date: 02/27/2024

  Customer returned vehicle, we consider this complaint closed.

• Initial Complaint

  Date:02/10/2024

  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 September 13 2023 I made a purchase of a **** *** **** I was talked into this due to a lot of cosmetic issues being covered by ***. Me having such bad luck with getting into a stable and reliable car I felt covered and will have anything to worry about. When I first saw the car I was going to turn it down due to the seat color(off white, I have kids) the salesman assured me that *** will cover any stain inside out and paint. After months later of purchase the paint is chipping, the seats are stained, radio is glitching, sensors are not functioning properly . I took to *** to have this fixed they are not able to live up to what they clearly stated to me and what is on the contract. I know it might be a lot to ask but after 5 months of purchase having so many issues electrical and cosmetic issues I am not completely satisfied with this car and no longer want it since they are giving me such a hard time to fix

  Business Response

  Date: 02/13/2024

  We contacted the customer and offered to take care of her issues with the vehicle, at no cost, and provide her with a free loaner.  She wasn't satisfied with this suggestion/ solution, and stated she wanted to return the vehicle and get her money back.  Unfortunately we can't abide by her request.

• Initial Complaint

  Date:11/21/2023

  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.

  I took my 2017 Kia ****** into Team Kia of El Cajon on November 11, 2023. It was to get a full check on our van that was in an accident a few days prior. ******** was the one we worked with and we told her that we were in a car accident and that our car sticks when shifting gears up and shakes. We also said to please replace the *** that was broken, as well as check the car windsheld wiper fluid as it leaks and doesn't hold any liquid. We also wanted a full diagonistic on the car to make sure everything is fine. Figuring that the dealership should be reliable we left it and hoped we get the car fixed. We had a rental car set up so that we weren't inconvenienced as much. We called to get an update on our car and we always get transferred and never to ******** or anyone that could help. We leave messages upon messages to no response. Finally Wednesday they called us and said the car has no issues and it passed all tests. We asked if they checked the alternator and they said no but they would. They later said that your battery is bad, but it a new battery and many other stores have said the battery is fine. We picked up our Van on November 17, 2023 and upon leaving the dealership the car started having issues again. A light for an airbag was now on the dash but nothing was mentioned about anything wrong, as they had a complete diagnostic on the van. The "fixed" wiper fluid" was not working and the car continued to make the same noises and jerk. We called back and brought the car back in and they said oh we must of missed something and said oh we need to replace the pipe it will cost an additional 500 and take more time. We had already turned in our rental car and again the inconvenience to not having our car. We have left a few messages for dealership management and no responses.

  Business Response

  Date: 11/24/2023

  We reject this complaint in its entirety, offer no settlement, and state the customer should take his business elsewhere.

  Customer Answer

  Date: 11/24/2023

  as a result of this response I will dispute this charge as the work was done in effectively and want it to be fixed accordingly 

  Business Response

  Date: 11/25/2023

  no change to our original response

  Customer Answer

  Date: 11/27/2023

  waiting on response from corporate office customer service manager. Want contact from district manager as well. ***** claims court to lemon law attorney may be next step.