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:12/31/2024

  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.

  I leased a 2023 *** electric vehicle from this business and this vehicle has consistently been the subject of product recalls. Specifically, the vehicle runs the risk of no longer functioning while driving. I have had to bring the car in for numerous product recalls. I have lost confidence in this vehicle. I no longer will drive the vehicle given the concerns I have for my family's safety. I am requesting that the business end the lease and negotiate an amicable settlement with me. So far, I have not been able to get any traction with this business. My complaint is essentially based on false advertising, as this vehicle is marketed as a safe, reliable product, which it isn't.

  Business Response

  Date: 12/31/2024

  Hi *****,
  
  
  Thank you for reaching out, and Im sorry to hear about your experience with the EV6. If youre not satisfied with how things have gone so far, I recommend contacting ************************* to explore options for compensation or a replacement vehicle.
  
  
  Please dont hesitate to let me know if I can provide any additional information or assistance.
  
  
  Here is the contact information for *************************:
  Phone: ************

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22750910
  
  I am rejecting this response because this business is responsible for the product it sold me. ********** responsibility to the corporate entity with which this business is associated reflects a poor customer experience and is consistent with my overall disappointing experience with *** and its products. I ask that this business reach out to me and work to resolve this amicably before I submit this matter to another forum (e.g., a court or arbitrator). Rather than listen to my concerns, the business sent a "canned" answer that is as insincere as it unhelpful.  

  I look forward to speaking with someone at this business in the near term. 

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

• Initial Complaint

  Date:10/18/2024

  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.

  They have me estimate to my upper radiator hose that was leaking on the hybrid electric motor side and said its 710 for the repair. I went back to pay the car and get it out of shop and towed to a new shop and now *** is saying its gas motor side that is leaking. I had an argument outside of the shop with advisor about what hose was leaking and last month he says opposite of what u said to try to get more money from me. ******* the service advisor is extremely rude and not helpful . He doesnt let the customer speak and always talks over them and treated me like I was a kid just very unprofessional. I have spent over 15k in repairs on my 2019 Kia **** and every time they say it looks fine even with check engine light on. I have been there to get it look at many times and said to ignore the light altogether. This last time I ignored the light car ran out of coolant and got a leak so I dont think they should be messing up customers vehicles and getting away with it. Another time I had an inspection done for the car and they said everything was fine on it except the oil was bad and the tires needed to be rotated and the filters need to be replaced. Its like I didnt even check anything at all by the way, this shop got a really low rating on yelp so I couldnt just put a rating on Yelp. I had to talk to you guys after cause theres no changing anything. ***** **** the manager was also outside extremely rude saying I didnt know what I was talking about when Im the one who drove the car I saw the coolant leak out after I was at gas station and my father in law was there so I have a witness and the lady at the *********** saw me but coolant for the reserve tank that was empty above the engine hose that they said apparently wasnt leaking. How could all the reserve leak out if it wasnt leaking where did it go. It didnt evaporate.

  Business Response

  Date: 11/06/2024

  The customer brought vehicle in for an overheat concern and thought they had "smoke" coming out of engine bay after driving the vehicle. Informed customer of a $295 inspection fee which customer accepted and we proceeded to diagnose customers concern. We tested engine cooling system after seeing signs of a coolant leak under the hood. My tech determined the upper radiator hose had separated at a plastic coupler point and recommended to remove and replace the upper radiator hose and perform a coolant fluid exchange. The customer requested to see the hose and came to out facility and inspected what was wrong and told us we did not know what we were talking about and insisted the hose that is leaking is not part of the cooling system that he thinks is affected. We attempted to explain how the system worked, but again the customer was insistent that we did not know what we were doing. We proceeded to do what was in reason to help the customer understand why we were recommending the clearly damaged upper radiator hose, but customer refused and decided to take the vehicle rather than have the repairs done. The quote provided to the customer was $751.04 which was parts and labor to replace the upper radiator hose, flush the cooling system and the fee for the initial diagnosis. Customer declined repairs and paid his $295 fee and towed the vehicle out.

• 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 purchased a used ******* Sonata at Capitol Kia on 8/19/23. The financial advisor *****************************, who signed the contract, assured us that the broken keys on the ******* Sonata will be replaced in 3 weeks' time. My wife went back to Capitol Kia on 09/17, a month after the purchased date to inquire about the replacement keys. The *** ********** told my wife to go to ******* to present the key replacement contract to Capitol *******, for them to make the keys. But the ******* ********** sent my wife back to Capitol Kia, to tell Capitol Kia that they should be the one handling the key replacement. I called *** and spoke to the manager, **** on 09/17. **** assured me that in a few days the replacement keys will be available. After more than a week we never heard from ***. I called *** to speak to ****, but they told me he's not available or out of office. The same thing with *****************************, he's off and out of reach. Those *** people are a bunch of fraud!!

• Initial Complaint

  Date:04/24/2023

  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.

  I bought a used vehicle from Capitol Kia, and the sales manager assured me I had three days to return the car or get anything fixed that needed fixing. Instead, I found an issue with the driver's side back window and called two days after I bought the car to let them know of the problem. As of today's complaint, I have called four times and have never received a callback. I spoke to a supposed manager and the service department, each of whom said someone would get back to me, but I have yet to hear back from anyone. I advise you to stay away from this dealership because I walked in with nothing for the sales staff to do but fill out paperwork. Capitol Kia doesn't appreciate a customer with financing and insurance ready to go; they are a typical dealership whose only interest is making your time buying a car miserable. After you buy the vehicle, they don't care.Capitol Kia lost a car sale as I retracted my recommendation to a coworker to use them for a car purchase. Fix my window, and I'll never pull into your place again.

• Initial Complaint

  Date:03/15/2023

  Type:Product 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 financed a vehicle back in June and I have been having problems with the vehicle ever since I brought it. I have had wheel alignment issues which I have taking the car back multiple times to get fixed and I also have this mysterious water problem that I can hear water swishing around under my hood when I start the car and while driving . I have taken the car in for this problem multiple times also and the problem keeps occurring .

  Business Response

  Date: 04/06/2023

  BBB,

   Sorry for the late respond this complaint filed by ***************************, we've gather all the necessary documentation needed for this response. **************** purchased a 2021 Kia ** on 06-14-2022 the vehicle was sold certified and in was in very good condition, miles on the vehicle at time of purchase was 26370. 

   07-02-2022 / miles ****** miles ************** visit, vehicle drifting to the left , we performed 4 wheel alignment and rotated the tires. 

   09-16-2022 / miles ****** miles - second visit , vehicle drifting to the right and customer stated they heard water swishing in front, we performed 4 wheel alignment and rotated the tires. Cleared A/C drain to fix the water concern.

   12-23-2022 / miles ****** - third visit, vehicle is pulling to the right and water in the dash, we performed 4 wheel alignment and rotated tires. Customer had purchased one brand new tire left front, Passengers front tire now at 3/32nd. We recommended 4 new tire to stop pulling issue

   in between visit the customer was involved in a accident and told service advisor car had been side swiped. Mechanic noted damage to Right Front underside of vehicle frame scrapes on ground.

   03-06-2023 / miles ****** - 4th visit , customer put on 3 used tires each measured at tire 1 tread depth 5/32nds - 2nd tire 4/3.2nd and 3rd tire 8/32nd and the 4th tie is 10/32nd. We performed 4 wheel alignment and found pull reduced but still drifts right due to the different tire tread depth.

  At this point we have charged the customer $0.00. We recommend the customer put 4 brand new tires on this vehicle all the same brand to solve issue.

  We've always been willing to help customer out every time she has reached out to us.  Resolve the issue - We recommend the customer put 4 brand new tires on this vehicle all the same brand to solve issue.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19599279
  
  I am rejecting this response because: 

  There is no resolution . The car came with the tires that was already on the vehicle and it was still having alignment issues. I received a call from the manager at *********** a couple weeks ago. He said he got some information from BBB ( cant recall if it was a phone call, by mail , or email ) but he stated that my parts to my car had came in and I can make an appointment to get it serviced . This was the first time I heard anything about parts to my car . They never even told me they ordered parts or to bring it was the last time I serviced it. I want to get a replacement vehicle ! 

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

• Initial Complaint

  Date:09/12/2022

  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.

  Simply breach of contract. I purchased a used car from Capitol Kia and paid in full. However, the sales did not fulfill the purchase contract and started to disappear as soon as I paid. They refused to fulfill the written Due Bill and failed to perform the maintenance they claimed in the contract.
  
  
  Contract Violation 1: In the purchase contract, we put a written Due Bill for providing me the 2nd key. During my purchase, the salesman said to me: "I'm writing an email to the service department for the 2nd key right now, they will get to you tomorrow." Sadly, it was just a lie, no one reach to me for a whole week. After I made 10+ calls and emails trying let him fulfill the contract, he said again: "No worries, I've called them about your Due Bill today". Then, I reached the service department 3 times via phone and even walked into the shop, asking about his call on the same day. No surprise, no one ever received any phone call from him regarding my Due Bill. He lied again.
  
  
  Contract Violation 2: In the contract, there were maintenances claimed being done, but were never performed. Per contract said, they claimed that they replaced the windshield wipers, replaced the engine filter, and performed the oil and filter change. Yet, nothing was done. After I drove home, I found the oil and filter were as used as it could be, the windshield wipers looked at least a year old, and the engine air filter was not changed at all.
  
  
  I just cannot believe that there is still such dealership in existence thinking about running off from a written contract in 2022. After this complaint, I'm hiring an attorney and preparing to sue them by ****** via Small Claim Court to the Alameda Superior Court. Then, I will send the bill to a collection company. If they don't want to fulfill the contract and make fool of their customers, we will find a way to let them do it.