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:07/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my *** to dealership on June 1st and purchased an older car. The lien holder for the *** was supposed to paid at which point I would receive payment for the equity remaining. I was told this would take 3 weeks, it has been 5 and not one person will respond to my followup communication attempts. The initial check to the lien holder was lost in the mail due to incomplete address. The lien holder gave a 10 day pay off letter expiring today, now more interest and late fees have accrued as well as my credit being negatively affected. *** has not done anything to resolve this. I have filed a complaint against the lien holder as well.

• Initial Complaint

  Date:05/30/2025

  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.

  When I changed the tire for the first time, the hub bolt of the front passenger wheel broke; the shop pointed out that the bolt was factory-locked (attached a photo), and the other four bolts were fine.When I tried to change my tires for the first time at ******* on May 20, the technician said that one of the bolts was stuck and they couldn't remove it, suggesting I try another repair shop. On May 28, I went to another repair shop to change the tires, and they also told me that the s**** was stuck and couldn't be replaced without using higher strength tools. Since my factory tires were no longer usable, I asked them to change them. During the replacement, the stuck tire broke, and they said it was a manufacturing quality issue When I told the *** after-sales staff that I wanted to request a warranty, they refused the warranty

  Business Response

  Date: 06/05/2025

  Dear BBB Representative,
  
  The dealership (DCH Kia of Temecula) completed a goodwill repair free of charge on 06-05-2025.  
  The matter is fully resolved to my satisfaction.
  
  Kindly mark ********* #******** as Resolved/Closed.

  Customer Answer

  Date: 06/05/2025

  
  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:04/29/2025

  Type:Sales and Advertising 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 purchased a used car from this dealership 2021 ****** Highlander XLE last 1/31/25 until now they did not give me yet my license plate and registration that has to be the dealers responsiblity to process the vehicle registration as agreed from the Sale contract. It has been like 2 months now and no registration received. The way they process car registration from their end is too slow. I called muntiple times already from the dealer they always transfer me to Finance but only answering machine and I leave voicemail however i did not received any return call from them. I called DMV to inquire if they registered the car and the agent told me that they still need perinent papers to process the registration for 2 months now the dealer did not submit yet the needed papers. Until now I didn't received any call from them. I hope that you could help me regarding this issue. Thank you so much and more power.

• Initial Complaint

  Date:04/08/2025

  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 April 8th, 2025, I picked up my Kia *** 2015 from the ****************** of this establishment for a diagnostic test/repair of my vehicle. When I got home, I noticed damages to my backseat (See attachments). I contacted Service Advisor and addressed my concerns of possible rodents or foul play. Service Advisor stated via text message,No problem. Once I saw the photo,. I knew exactly what happened. Apparently, it's happened here before. They are most likely coming from the area between the freeway and our back gate. I would like for the issue to be resolved and corrected.

• Initial Complaint

  Date:04/01/2025

  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.

  Hello,I purchased a 2023 *** EV6 on 2/16/2025 to include a trade in from DCH Kia of Temecula. The contract (purchase order) shows the total amount to be paid is $46,356.97. I paid the dealership using my ********************* (****) check ($47,700) payable to DCH Kia of Temecula. The Finance Manager who we did the final paperwork with stated that we would be receiving the overpayment refund within 2-3 weeks. It is now going on 2 months. I have been texting the salesman ********** on when we would receive our overpayment check. He said the Finance Manager would be giving me a call the same day, but never did. Same type of reply when I texted ******** again. Now he is not replying. The overpayment (refund) amount is $1,343.03 which is the balance due to me. I would rather not have to go to Small Claims court, but their non response is steering us towards this. All we want what is due to us, which is a refund check in the amount of $1,343.03 Thank You,*** ****

• Initial Complaint

  Date:07/30/2024

  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 a 2019 ********** Tiguan at the *** of Temecula on July 19th 2024 from *******************************. On that day, I expressed that I did not want the security system charge that was part of the contract. ******* stated that the device was already installed and there was nothing he could do. I later called to have the device activated and the technician stated that the device was never installed. I went down to the dealership to speak to Damione about the issues, but he was not there. ****, another sales manager assisted me, and said that he needed his boss ***** to sign off on the check and that I was entitled to the refund. He stated that ******* should have known that the device was not installed, and should have never charged me for it. It is now ******************************** speaking to a few different people, no one has fixed the issues. The deceitful act of making me pay for something that I should have not been charged for is unethical and unprofessional.

  Business Response

  Date: 08/07/2024

  This customers check was issued the very same day this matter was brought to the attention of our General Manager. At the time, the deal had not funded. The check was to be issued to lien holder. Once the deal was funded however, unfortunately, our business office missed it and didn't send it. The customer came in recently and our team handled the situation. Our General Manager also brought the customer into his office to talk and then walked him to his vehicle afterward. Unfortunately, this was a mistake made on our end with our business office and we accept full responsibility. We apologize for the inconvenience this caused. The lien holder has received payment.  

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
   While the check was issued, I had to reach out on multiple occasions to gain information. I was passed through 3 different people. When I arrived the final time, the first ****** I spoke to said they knew about the information, but that they would hand me over to someone else. That individual was the ****** I spoke to the when I first confronted them about the issue. The first time, he was calm and respectful. The second time around, he was stand offish and after seeing my frustration, took on an aggressive posture, and a much firmer tone. I waited for about 45 minutes, watching as the team spoke to each other; but not communicating with me. In fact, they sent an errand boy to inform me that the manager had gone upstairs to grab the copy of the check that I requested, rather than speaking to me themselves. Once I received the check and began walking out the door, the General Manager walked out after me, grabbed my attention and proceeded to make small talk about the issues. I told him that communication would have been nice, but he offered the excuse that a cyber attack delayed everything. Cyber Attacks do not delay communication. He then tried to redirect my frustration by opening conversation about my job, because he could see the logo on my shirt. Long and short of it, this was handled unprofessionally, and nothing but excuses were given.
  
  

• Initial Complaint

  Date:07/04/2024

  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.

  In March 2016, I purchased a *** **** from DCH Kia of Temecula for my father. This was his first new car, and he was immensely proud of it. As seniors, my parents found the vehicle easy to enter and exit, making it the perfect choice for them. My dad drove this car everywhere, always praising its quality. All maintenance was performed at ******* in Temecula, and when my parents moved to *************, they continued to follow the recommended service schedule. Several recalls were promptly addressed by the dealership.I chose this car with the assurance provided by ***'s 10-year, 100,000-mile powertrain warranty. In early May 2024, the car passed its smog check with flying colors, having only ****** miles on the odometer.However, in June 2024, while picking up relatives at the airport, the *** **** suddenly lost all power and emitted a gasoline and oil smell from the engine. The car wouldn't go faster than 5 miles per hour, and I had to have it towed back to DCH *** in Temecula at a cost of $300. After a weekend, the service advisor, ***************************************, informed me that the catalytic converter was faulty. This diagnosis was perplexing, given that the car had recently passed its smog check. Additionally, I noticed the engine had been burning oil and there was a gasoline smell on the oil dipstick. Despite these issues, **************** stated that replacing the catalytic converter would cost $2,900, and I had already paid $300 for the diagnosis.I contacted *** corporate in ******, **********, but they refused to honor the 10-year, 100,000-mile powertrain warranty. Enclosed are pictures and videos showing rows of vehicles with blown engines at the dealership, indicating a widespread problem with ***'s GDI engines.I strongly advise against purchasing a vehicle from DCH *** in Temecula, and I regret recommending this dealership to friends and family. *** and ******* do not stand by their products, and now my elderly parents are without their beloved car.

  Business Response

  Date: 07/10/2024

  Our General Manager is in communication with this client. In addition, this client is also in communication with *****************************

• Initial Complaint

  Date:01/17/2024

  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.

  Took Kia ****** in after waiting 1 month for an appointment to have the engine replacedthe engine was replaced free of charge due to a faulty engine. We were then charged $750 to replace a gas line. We went to pick up the car and the mechanic failed to complete an alignment after replacing the engine. Took the car back again to complete an alignment. Picked up the car the same day drove it home only to find there was no oil placed in the engine.

  Business Response

  Date: 01/17/2024

  Our Service Manager has been handling this matter with ******* and her daughter *******  The vehicle was here for 12 days to have the engine replaced under warranty. When they picked up the vehicle yesterday, the alignment was off, and the traction control light was on.  We aligned the steering shaft, reset the traction control system and washed the vehicle. Our Service Manager test drove the vehicle himself and everything was good.  As part of the engine replacement, they needed a high-pressure fuel pump.  This component was not covered by *** as part of the warranty coverage. The price for the fuel pump replacement was $1,500, however our Service Manager told them he would split the cost.
  
  Today they stated that the vehicle was smoking and there was no oil in the engine, so they added oil.  Our Service Manager had the vehicle towed in so we could inspect.  The vehicle now was overfilled with oil by one quart. As you can see in the attached photo that was provided by ****** on her Yelp review, they were not checking the oil dipstick. It appears they removed the oil fill cap and thought they should be able to see the oil there which is not the case. The oil is so clean that it is hard to see on the oil dipstick. We have video showing there is nothing leaking or smoking on the vehicle. Our Service Manager will taking it for another test drive today.  He spoke with the daughter, ******, not long ago giving her an update.

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising 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 experience at DCH Kia of Temecula has been a nightmare. I bought a 2023 *** ********* X-pro for ********** capabilities, advertised with features like "Increased Towing Capacity," "Heavy Duty Cooling," "Tow Mode," and "Self-Leveling Rear Suspension." However, the vehicle lacked a towing receiver and wiring, and the promised installation fell through due to the unavailability of parts. I suspect the dealership knew this from the start.Their proposed solution was for me to take the vehicle to U-Haul for wiring, which was unacceptable. Manager *********************** initially promised a resolution, but his commitments went unfulfilled. Another manager, *************************, offered the same U-Haul solution, which proved impossible due to liability concerns. ***** promised to explore alternatives but never followed up. Multiple voicemails to sales managers and General Manager ********************* were ignored.I invested an extra $10,000 in this vehicle due to its promoted towing capabilities, but it's incapable of fulfilling its primary purpose. DCH Kia of Temecula displayed a lack of professionalism, accountability, and customer service throughout this ordeal, which is yet to be resolved.I would like *** to buy my vehicle back, at full purchase price, or take responsibility and install the wiring.

  Business Response

  Date: 10/06/2023

  We sincerely apologize for any inconvenience that this back ordered part has caused. The part has now arrived, and the customer is due to come in this morning to have it installed. 

• Initial Complaint

  Date:09/28/2023

  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.

  In July 2023, I took my car in to *** of Temecula for the forward collision in the car driving as if it was going to be in an accident. They had my car for close 2 1/2 days with no phone call status. They hadnt even worked on my car for the reason I brought it in by the time I picked my car up. They also put down on paper that I was abusive. I dont even know where that came from. I called and asked to make sure that there was quality assurance. They told me that they do not record phone calls however, this comment about me being abusive they sent to the garden grove dealership, as well as ********** *********** So no quality assurance, they dont record phone calls yet my name, and my character are being defamed and slandered through individual dealerships by *** *********************** No dealership will help me speak to me or work with me. My car went in two weeks ago. No one will contact me know when will email me know and well tell me anything thats going on. I was left a voicemail by ****** the service manager at the *** *********** The attachments are included in here. Its a strange thing to have someone from a different dealership where you purchased the car from because I got it in ************, tell you that you were banned upon purchasing a car and driving it off the lot see attachments of voicemail. That would make no sense to ban me a palm, purchasing a car and driving it off the lot, but thats essentially with this voicemail says. Which makes sense why no dealership would help me. I dont know whats going on here Im not abusive person, nor if I worked with anybody else at these dealerships.

  Business Response

  Date: 09/28/2023

  This customer made an appointment for July ******** had never been here before.  She called the week before yelling at the staff demanding that she Will be dropping her vehicle off on Saturday  the 15th and We Will have a loaner car waiting for her as soon as she pulled up , that she had spoken to an attorney and this is going to happen at no charge also stating this was Under Warranty and she will not be paying for anything.. I spoke with her and explained that *** does not supply a replacement vehicle and we would have to diagnosis her vehicle first before we could determine warranty.
  She brought it in for a Check engine light on and running rough along with a secondary concern of the forward collision light. See Attached ***air Order. The drivability concern was found to be the CVVTs noisy, we reached out to our KIA *** who requested maintenance records as CARFAX showed a large gap in oil changes. I reached out to the 2 dealers that were on CarFax to try to see if they had maintenance records , ********** stated they did not perform any work as she never left the vehicle for diagnosis. I reached out to ************ and they stated she was asked to not return there 2 years prior due to her behavior. I tried to assist this customer yet she was not making it easy.
  Our *** requested the customer authorize removal of the valve cover to determine warranty coverage. The entire time the vehicle was here the customer was calling in and not being very kind to any staff member including myself. She was screaming, demanding, using foul language. I dealt with her as not to put my staff through the this. The customer did authorize removal of the valve cover for inspection 7.18.23 @ 4:28pm as noted on the ***air Order, the same day she brought it in.  We had it in line to the technician. The customer called in again, screaming and decided to not have any work performed. She continued to call and be abusive . We did not charge her diagnosis that she signed for and decided at that time to ask her not to return to the dealership.
  The forward collision issue was never looked at which is stated on the ***air Order as we were in process of her drivability concern,nor was she charged to look at it.
  She has also reached out to KIA ********* twice, including today regarding ****************. The first complaint she stated she thought her Step Father ********* her vehicle. I have also attached both of those complaints.
  Please feel free to reach out to me with any further questions.

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

  Service Manager DCH Kia of Temecula
  ************
  

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because: Ive attached voicemails from both ****** at Temecula and ***** at ************. No one including ****** would not give me any information. I asked several times for quality assurance and was denied each time. Im very confused how independent dealerships are working together to deny me service. The use of the word abusive against me having been shared with the other independent dealerships is defamation and libel. I would like to get to the bottom of why Temecula is telling me that ************ made the decision to deny me service upon purchase. Why are these two independent dealerships working together? 

  
  

  Business Response

  Date: 10/03/2023

   As stated in our previous response, we reached out to our KIA *** who requested maintenance records as CARFAX showed a large gap in oil changes. I reached out to the two dealers that were on the CarFax report to try to see if they had maintenance records. ********** stated they did not perform any work as she never left the vehicle for diagnosis. I reached out to ************, and they stated she was asked to not return there 2 years prior due to her behavior. I tried to assist this customer, yet she was not making it easy.
  Our *** requested the customer authorize removal of the valve cover to determine warranty coverage. The entire time the vehicle was here the customer was calling in and not being very kind to any staff member including myself. She was screaming, demanding and using foul language.I dealt with her so as not to put my staff through this. She continued to call and be abusive. We did not charge her for the diagnosis that she signed for and decided at that time to ask her not to return to the dealership.

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  As I stated to ****** the service manager, the oil was changed from ****** to ****** by my stepfathers, the cosigner of my car, mechanic in ************ **********. To which ****** accusatorily replied that no I didnt. I also offered to give her the address in ************ to which she replied they didnt need it. The cosigner of my car, my stepfather can attest that I am being truthful as can Pack the mechanic. The mechanic has since relocated to a different location on ********** and ******* in *******. 
  
  

  Business Response

  Date: 10/04/2023

  *************** was not told that she did not do her oil changes or maintenance. As was explained to her, per Kia ********* guidelines they require a physical invoice showing service records. *************** was unable to provide any invoices. Wed also like to mention that *************** has previously stated in her BBB complaints that her vehicle is currently at another dealership, they should be able to assist her with her repairs provided she provides the proper documentation requested by *** *********.
  Wed like to remind *************** that due to her verbal demanding and aggressiveness,she has been asked not to return or contact our business.