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:07/11/2025

  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 March 3, 2025, I had tire service performed at All Star Kia San Bernardino. Months later, I discovered a missing lug nut on the front left wheel. Upon taking my car to another *** dealership (Oakland ***), I was informed the wheel stud may have been damaged due to overtightening or improper torqueinglikely from the original service. They recommended replacing the rotor, quoting $300/hour with no clear estimate on total cost. This is unacceptable, as the issue appears to be a direct result of poor workmanship from the original dealership. I attempted to contact All Star Kia San Bernardino but was unable to reach the service manager or obtain an email for a formal inquiry. Im now left with a safety hazard and a large unexpected expense.

  Business Response

  Date: 07/14/2025

  The maintenance was performed on  03-05-2025. Allstar Kia can not be held responsible for a missing lug nut 4 months after the service was provided. 

• Initial Complaint

  Date:06/26/2025

  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.

  On June 24, 2025, I signed a legally binding 36-month lease agreement for a new *** vehicle at All-Star *** of San Bernardino. This was the second vehicle my family has leased/purchased from this dealership. We completed all required paperwork and took possession of the vehicle that day.The following day, June 25, 2025, I was contacted by the dealership's finance department and informed that the contract was being voided due to an internal error on their part. I have a voicemail from their finance representative saved as evidence where they admit this was their fault.I attempted to resolve this matter professionally. I sent a formal email directly to the dealership's General Manager on the morning of June 25th. In the email, I detailed the situation and explained that coming back to the dealership is an extreme hardship for me as a handicapped person with three young children (one with autism). I provided two specific replacement vehicles as a potential solution, offering to lease either one under the original financial terms of our voided contract.I gave the General Manager a firm and reasonable deadline of 5:00 PM on June 25th to respond and resolve the issue. He and the entire dealership management team completely ignored my email and failed to respond by the deadline. We have been left with a vehicle on a voided contract and a complete lack of communication from the dealership's leadership.

  Business Response

  Date: 07/07/2025

  We have reached out to the complaintive and we have resolved the issue. We accidentally did the wrong residual on his lease percentage. We contacted *********** and we bought down the rate. His original payment was kept the same and his deal has funded. His trade has now been paid off. We contacted the customer to let him know that we resolved the issue.  

• Initial Complaint

  Date:11/22/2024

  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.

  November 2024 Towed wifes 2015 *** optima for its second engine replacement. First engine replacement was within the first few years of purchase. After wife is told her car is ready she picks it up and drives home. Immediately she notices excessive smoke from hood compartment. She calls dealer and they tell her its oil burning off from the engine swap. Ok. Later she has the car idling in drive way but the smoke doesnt seem to burn off. She calls dealer and is told her catalytic converter is cracked and has oil so thats where the smoke is coming from.Once I get home from out of town I turn on wifes car and notice fuel pouring out of the injectors. Both my wife and I call *** the service manager and leave multiple msgs. No answer. Finally when my wife gets through to *** he refuses to have the car picked up and correct the issue. The lack of professionalism and integrity at allstar kia of san bernardino is shameful.

  Business Response

  Date: 11/25/2024

  This is the service manager it appears that the customer has either fuel or oil leaking we replaced the engine under Kia ********* and it appears she has a leak with her vehicle. Dealer referred her originally back to *** however since she said was smoking and felt was a fuel leak dealer will send technician out to her to inspect and if need be to return vehicle back to dealership for fuel leak repair. The date is Monday the 25th of November and dealer will update the BBB in regards to what is found. If it is an oil leak is found then dealer will go back to original RO where the customer declined the Catalytic convertor repair that was declined on RO ******* dated 11/20/2024 

  Customer Answer

  Date: 11/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:11/11/2024

  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.

  Hello, I am writing this post to not only create awareness but to explain a bit about my situation with my 2018 *** ****** PHEV 110K mileage. For the last 2 years the car would stall while driving. Excessive oil consumption = ******* miles for every qt burned. 4 out of 6 times that I brought in the vehicle I was told it was due to an engine needing an update & one of the times, it was due to an glitch within the computer. The last time the car stalled, the dealer had advised me the car would need a new *********** may be covered under warranty. Before the engine was replaced, the dealer informed me that in order to keep the new engine under warranty, I would have to replace the mounts & hoses which would amount to $1700. I agreed to this since I did not want to deal with any future *************** had completed engine replacement as well as the manifold with no cost. The day I went to pick up the car, the check engine light turned on & I took the car back to the dealer. They told me the front cat and back has to be replaced which would cost over $5k.Formal complaints have been submitted to the ***, Attorney General, BBB Autoline. *** have completed their investigation of this dealer.There has been a lack of resolve in my situation despite non of this being my fault. I am currently told there is a back order for the back cat and that it is being replaced under goodwill but was told it was also under warranty and it has been since 04/22/24 I have not been able to drive my vehicle. My car had stalled 6 times within the last 2 years and I payed thousands in rental expenses and hundreds of dollars in repairs. I was assured each time my car was fixed when bringing it in and it would breakdown again. The only resolve for this a car buyback and I hope *** decides this soon.

  Business Response

  Date: 11/12/2024

  This claim is in the hands of *************** in regard to customer asking for goodwill assistance for an out of warranty condition. As a dealer we have already provided on the lack of parts upgraded the parts to a priority level concern with *** on this part issue was covered by *** as a goodwill out of warranty gesture. Customer also has started an additional *** request that a *** dealer cannot provide assistance goodwill can only be authorized by *** corporate personal and *** dealer in this case was only used to help on the determined repair and on his request to have vehicle bought back Dealer only able to get a message to corporate of customer additional request

• Initial Complaint

  Date:10/01/2024

  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 ************************************** the city of San Bernardino, **********. The vehicle was purchased brand new and within a year it had major issues. The *** dealer has had it in and out of their repair facility approximately 5 times. They have released the vehicle to us on each occasion, only to have the vehicle lose power and come to a complete stop in active traffic lanes and completely disabled. The vehicle has endangered the safety of my family and the unaware motoring public. On 3 of the maintenance repairs, *** has maintained custody of my vehicle for 30 days, 16 days and now with it currently in their custody for repair for over 41 days as of today, with no idea of when we could pick it up. They cant fix the vehicle and I am still responsible for monthly payments that will now have a negative **** on my credit. Why am I responsible for payments on a vehicle that sits at their repair facility? Ive contacted ******** ****************** in ****** **********. They have been absolutely no help and refuse my request to speak with a supervisor. I am a disabled Veteran and suffer from chronic PTSD. I had to visit the *********** ER on 2 occasions for high blood pressure and PTSD episodes over this. My complaint is well documented by myself and ***, which will show all maintenance repairs and length of time in their custody. *** finance refuses to work with me regarding payments and are now trying to destroy my good credit. Please assist me.. please

  Business Response

  Date: 10/08/2024

  We as the dealer are responsible to repair the vehicle, buyback, exchanges are done through **************, we are in the process of repairing the vehicle now. We provided the customer with a vehicle to drive while customers vehicle is here. 

   

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:
  They have attempted to repair my vehicle multiple times without success. My vehicle has been in their care for over 45 days as of this date. I understand *** Corporate is taking care of the other issues, I.e. vehicle repurchase, replacement or buy back options and I am now pleased with *** Corporate response. However, AllStar Kia dealership needs to take ownership and responsibility on their end. They have provided a temporary vehicle while mine is in their repair facility, which I am thankful for, but I would believe any business would do the same when the cause of the problem is that of their own. I find it terribly sad and concerning when a company, in a very smug response only offers the above as resolve. No! I am not happy with this response. I am a Disabled Veteran and this whole ordeal has caused medical issues and ER visits, coupled with the absolute proven fact that the faulty vehicle had endangered the safety of my family and innocent motorists due to my vehicle shutting down in active traffic lanes on 2 occasions. My vehicle has been in their shop on numerous occasions, only to be returned with the same issue. I believe the dealership is responsible for more than some condescending form letter response saying we are repairing the vehicle and we have him a loaner. That is expected and industry norm for companies. Their response is frivolous and extremely unprofessional. They collectively have had my vehicle for approximately 4 months total, with me being responsible for payments on a vehicle I dont have. No! I do not accept their resolve and plan to reach out to media Veterans speak segment on local news, my congressman, *********************************** and find resolution in the matter. I am actually offended by the lackadaisical, non compassionate, condescending and arrogant response. I thank the members of the BBB and hope for continued support in seeking better justice for what Ive been put through.
  
  

  Business Response

  Date: 10/17/2024

   

   We are responsible for repairing the vehicle and we are working with *** of America to repair the vehicle. 

  What does the customer would like from **********************?

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:
  I respectfully ask they consider this request and respond back. It should be noted: They have now had my vehicle in their shop for almost 60 days now, with no communication on progress or  an estimated completion time. 60 days on this occasion. We have been contacted by *********** whom have offered us a replacement, buy back or good faith option, sent to us on a legal document.

  we will accept the Replacement option if All ******** dealership will honor this request. We will then terminate the legal aspect of this matter.

  we request: a replacement with

  *** Sportage VIN # 5XYk7CDF7SG269498

  Stock # SB30339

  MSRP is $37,900 we request $3,000.00 off MSRP (****** adjusted)

  Dealer Discount listed $1,895

  Veterans Discount also being applied as well.

  If All Star *** honors the above request, we will immediately notify *********************** with our acceptance. Then, we will be satisfied and withdraw our BBB complaint, notify others we have contacted advising them All ******** has made good on the matter and terminate all legal matters.

  I believe, after being put through what we have been put through, this is a more than fair offer and resolution.

  this response and request is pursuant to All Star ***s response to BBB inquiry where the response noted essentially said, What do they want? I believe I have satisfied that response from All Star *** with the above request.

   

  thank you. I eagerly await All Star ***s response to this.

  Respectfully,

  ******* *****

   

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  My complaint involves A 2023 ********** purchased from this dealership about a year ago. I was driving the vehicle to work and the gas puddle stopped working on the freeway. The car got down to 15 mph on a busy freeway early morning. I was able to guide the car off the freeway into a gas station completely stopped the car took the street to work. I am immediately called *** service department once they were open and the representative told me to immediately bring them the car so they could check it out. On the way to the dealership, the car monitor was jumping all around with no correct indication how fast I was actually going. I was able to make it to the dealership which was approximately 40 miles away. Theyve had the car for almost 2 weeks and theyre telling me to come pick up the car because they cant figure out why the gas pedal stops working on the freeway, they said there computer is not reading what the problem is. Theres nothing that they can do because ************ company, will not give them authorization. However, I feel that it is very unsafe to drive a car that the gas pedal is not working correctly that could cause physical harm or even death because they wanted me to come get a card that has problems that are unknown within the gas system within the brake system. It is electric vehicle hybrid, so there could be multiple problems that are not reading within their computer system.

  Business Response

  Date: 09/12/2024

  We checked the computer for codes, no fault codes stored, did a visual inspection under the hood and found nothing wrong with this vehicle, we drove this vehicle 25 miles and the vehicle drove as designed. I'm willing to get this customer back and put in data recorder so if the vehicle has any problems it will record it. Note this customer came in and picked up her vehicle on 09/11/24.  

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:
  I was told on 9/9 to come pick up the car because the tech drove the car and found nothing wrong, and the tech drove 25 miles but on the paperwork given to me at pickup they stated they drove the car multiple times. So the stories are conflicting with what the odometer is reading and what was told to me. They only went off of a computer and didnt diagnose the car fully because the customer service representative that was helping me stated they can only work on my car if a code shows up on the computer. She stated the car couldnt be completely taken apart to see what is causing the problem because of the computer. However I have a warranty that was purchased with the car that covers any issues within ******* miles or 5 years. The car only has ****** miles and something is wrong with the car. Which they had the car for just about two weeks and only drove the car once and never looked under the hood or nothing. Im not a mechanic so Im not sure whats causing the problem. The reason I picked up the vehicle, is because I was told too. When I arrived to pick up my car it was parked way in the back not driven multiple times to really diagnose the problem. Diagnosing the problem would be to really take the car apart to see whats causing the car to lose power. Not just going off a computer. also the car has a current recall that they could of taken care of that could be the issue. But they wouldnt know because the car wasnt completely diagnosed and looked at and they had two weeks to do so. 
  

  current recall The instrument cluster may fail to display any information when the vehicle is started. As such, these vehicles fail to comply with the requirements of ************* Vehicle Safety Standard numbers 101, "Control and Displays," and 138, "Tire Pressure Monitoring Systems.

  Again, if the car was fully inspected they would have informed me of this. So this just shows nothing was done. If I have a full warranty they should have fully diagnose the car took the car apart to see why the gas pedal stopped working. Not just relied on a computer system. 
  

  
  

  Business Response

  Date: 09/16/2024

  If the customer declined my offer than I would recommend getting a second opinion from another dealer. 

• Initial Complaint

  Date:08/15/2023

  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.

  A parts needs to be replaced on my windshield for all of the features on my dashboard to work properly like, tire air pressure and other warnings. This issue was reported to the dealership back at the beginning of the year. When I took in my vehicle to be repaired, instead of them replacing the damaged part, they replaced the windshield with a **** off brand when there was absolutely nothing wrong with the original one. They have had me waiting all these months for that part to arrive and when it finally did last month, it is not working because of the windshield. It seems like something on the windshield is keeping the sensor from working properly, I find it very hard to believe that **** such a large company is out of stock on their parts. At least that is what I am being told by the people at the dealership. Please help me out as it is very frustrating to be driving a brand new car with a bunch of lights flashing on my dashboard

  Business Response

  Date: 08/18/2023

  Hello,

  I have spoken the service manager *******************, he has been in contact with the customer and has arrangements for the customer to bring the vehicle in for repairs, please reach out to ******************* if you need any futher information about your vehicle.

  I am also happy to assist. 

  Thank You

  **********************;

  Controller

• Initial Complaint

  Date:06/01/2023

  Type:Product 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.

  My fiancé purchased a Kia Rio in 2016 from this dealership. The catalytic converter in our Kia Rio went out a couple of days ago. Our car is still under warranty. We attempted to reach someone at the dealership for two days with no response. We then had the car towed in the hopes that someone at the dealership could help. Upon arriving to the dealership we were told no technicians would be available until October. Upon reviewing Yelp, we noticed that several other customers had made complaints about similar issues.
  
  We asked if the dealership could at least help us locate another dealership to replace the part and were told no one was available to help us resolve the issue. Currently, we are sitting in the San Bernardino dealership, calling other Kia dealerships to see who, if anyone, can help. Meanwhile, the employees around us are socializing with each other, watching videos on their phones, and hosting mini dance parties. This is consistent with the reviews we found on Yelp - that once this business sells you a car, they won’t answer their phones if something goes wrong. Given that the car is under warranty, this feels like a complete scam.

  Business Response

  Date: 06/01/2023

  **** ***** the service manager said that the vehicle is here and he spoke with the customer, the concern is being addressed, if you have any more questions please contact **** ***** the service manager or Jeff Burgess GSM

  Thank You

  ****** ****

  Controller

• Initial Complaint

  Date:05/08/2023

  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.

  husband went in to get our car serviced. He addressed a bubble on his front driver side tire and asked if it was in warranty with our service advisor and it wasn’t. That’s not the problem but remember that. When Routine service was done including a tire rotation. My husband walked around the car and notice that the same tire he had addressed with the bubble on it was still on the same side and spot! Indicating that the tire rotation wasn’t done… he called them out on it and even provided more proof that he knew of a chip he had done to his back passenger side rim and guaranteed it was in the same spot. he went and well it was in the same spot Angela got the person in charge of the back and long story short, even with the proof of Angela confirming the first tire placement being in the same spot it came in and my husband pointing out that chip on his rim.. the guy said that he believed his worker that he did it but could not explain why the tires were in the same spot they came in.. he tried to look for another chip on the rim of the other tires and could not find anything.. he did everything to find the same small bubble we had in the tire we addressed, and found that that was the only one…. My husband had to go and was upset, they did indicate that I can come on Saturday to get the tire rotation done AGAIN..if it makes us happy. Even with that, they refuse to acknowledge it was not done in the first place I could not make it Saturday so I called and voicemail.. I called on Monday and nothing… I called yesterday and voicemail… this is actually not the first time.. we gave them grace on our service on January when we also again found out the tires were not rotated but we let it go after they did not call us back… we had other concerns. I do not believe they are truthly completing all the car services they are saying they do. All star has been it extremely hard to get a hold of…

  Business Response

  Date: 05/11/2023

  I have spoken with the Service manager **** *****, he will be reaching out to the customer to solve the issue.

  You can also email him at m*****@allstarkia.net for faster service.

  my email is *****@allstarkia.net

   

  Thank you and I apologize for the inconvenience.

  ****** ****

  Controller

• Initial Complaint

  Date:04/10/2023

  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 bought my Kia back in October 2022 and paid somewhere around $2,000 for an alarm to be installed. I was told someone would call me and come to me within a couple weeks to install it. I received no call. When I’ve called the dealership to get this sorted out, multiple times I don’t get a call back or if I get ahold of a person at the dealership they give me a phone number to call that has never been answered nor returned my calls. It’s now April! I just want my alarm that I paid for installed on my car. If it gets stolen or broken into (I hope not), at this point it would be on All Star Kia. I’m frankly disappointed that I purchased here. Clearly, the customer service ends after you sign your paperwork.

  Business Response

  Date: 04/16/2023

  SPOKE TO ******* ********* AND SET UP HER APPOINTMENT WITH HER AND OUR SECURITY COMPANY AND THEY WILL COME TO HER PLACE OF RESIDENCY AND INSTALL HER ALARM. SHE IS VERY HAPPY NOW THAT WE RESOLVED THIS ISSUE.