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:07/01/2025

  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.

  Defendant violated California Vehicle Code 11713.1(e) regarding honoring the advertised price of the vehicle. The vehicle was advertised at $30,000. When I arrived at the dealership and began going through the process of financing, I specifically told the sales associate I did not want any add-ons. I calculated an approximate monthly payment for the vehicle but was continuously offered rates far exceeding this value without any itemized breakdown being shown. I was told some of the add-ons had already been installed by the dealer and were therefore not optional. I was never given the option to purchase the vehicle at the advertised price despite saying this is the price I wanted to purchase the vehicle at. I was unaware that the dealer was legally required to sell me the vehicle at the advertised price. I was given the impression that the dealership would not sell me the vehicle unless I agreed to these add-ons, especially since they claimed some, if not all, had already been installed.

  Business Response

  Date: 07/11/2025

  All our contracts specifically state that all products are optional , it is listen  on the optional product disclosures and all agreements , its been almost a year since purchase so some of the contracts have are expired , I can refund a portion of the Xzilon since the term was for 5 years , please advice if this would work .

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23540339
  
  I am rejecting this response because: your ads list list the add-ons as optional, but your sales and finance team tell customers they have already been installed. That means they are not optional -- they are mandatory. I refused them and was told they had already been installed. This is a bait-and-switch tactic and I have already begun the process of filing a lawsuit. There are two other users on this website who have reported the same thing, and I will be using those complaints as supplementary evidence in my lawsuit.
  
  Sincerely,
  
  Kenzier Lemnons

• Initial Complaint

  Date:05/29/2025

  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.

  Subject: Urgent Auto Fraud Case 2018 Porsche Macan from ************ Dear ********* Law Firm My name is Pholisith A. Bouphapraseuth, and I am seeking legal representation regarding a potential auto dealer fraud case involving a 2018 Porsche Macan I purchased from Kia of Van Nuys.The vehicle was sold to me As Is, but I immediately experienced multiple issues, including:Engine control fault warning Check engine light Left rear light error Loud squeaking when stopping or releasing the brake I notified the salesperson about these problems shortly after purchase. The defects appeared almost immediately and I have photos, dashboard alerts, and communication records showing this.I believe ************ either knew about these problems and failed to disclose them, or intentionally misrepresented the vehicles condition. I am now seeking assistance to pursue a claim for dealer fraud, misrepresentation, and/or failure to disclose known ********** Contact Information:Pholisith A. Bouphapraseuth ********************************************** ?? ************** ?? ******************** I would greatly appreciate a consultation to determine how we can proceed. Please let me know what information or documentation you need from me.Thank you for your time and consideration.Sincerely,Pholisith A. Bouphapraseuth

  Business Response

  Date: 06/09/2025

  We have made multiple attempts to reach our client so we can resolve the issues he is having with the vehicle , client has not called us back hence further delaying the process , he can reach out directly to me ************ so we can schedule an appointment to have the vehicle looked at 

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23377753
  
  Warning About Kia of Van Nuys Dishonest and Unprofessional
  
  I am extremely disappointed with my experience at Kia of Van Nuys. Since the first week of purchasing my vehicle, Ive been trying to resolve ongoing issues. I contacted the salesperson immediately and provided all the necessary details. Despite multiple attempts to drop off the car for service, the dealership refused to accept it and gave me conflicting and misleading information about their service department hours.
  
  Even worse, theyve now claimed they tried to contact me, which is completely dishonest. Ive been the one consistently reaching out, following up, and trying to do the right thing. Their lack of communication and refusal to take responsibility is beyond frustrating.
  
  If youre considering buying a car from this dealership, especially a used one, I strongly urge you to reconsider. The customer service is unprofessional, dishonest, and evasive. Theyve wasted my time, left me without a resolution, and treated me with little to no regard.
  
  Sincerely,
  
  Pholisith Bouphapraseuth

  Business Response

  Date: 06/21/2025

  We got in touch with the client and have resolved the issues he was experiencing , client picked up the vehicle 6/21/25 and was satisfied with the outcome 

• Initial Complaint

  Date:05/22/2025

  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.

  Anytime you bring ur vehicle in, even for a 30 minute repair they will hold ur car for 2 days or more. They held my car for 4 days for a simple 30 minute coil change. Now they told me they are holding my car for 2 days for a recall notice, when the notice says it will only take 1-2 hours. And. We are now going on day 4 that they have my car and they still tell me they have no information when I call. They will never call you to tell you its going to take longer or even try to update you. You have to call them 14 times to get them to do anything. And they still take a week. An oil change with them might take 2 or 3 days with their history. I had to cancel multiple appointments Not just because I cant get my car back fixed But also because they wont ever update you so you can organize ur appointments when they suddenly keep ur car for a week. After saying it will be 2 days. Worst dealership ever.

  Business Response

  Date: 06/02/2025

  Vehicle has been repaired and returned to the customer.  A slight delay however was caused by a corrupt software that rendered the original test for the recall as invalid.  Customer was provided a loaner vehicle and repairs were completed as soon as the new software became available from the manufacture - Best

• Initial Complaint

  Date:05/19/2025

  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.

  Earlier in *********************************************************** the middle of the freeway. I was able to bring my vehicle to the *** *** nuys dealership, and asked if they could fix the vehicle. Vehicle. The car was only 5 years old, and had ******* mi on it, just barely outside the warranty. I had talked to the dealership and they said that the knockings was going to cause a complete transmission replacement. When I asked how much the replacement was going to cost, they stated that it would be over $10,000, and they would have to completely replace the entire transmission. And that they were going to sell it for parts. Due to this information I bought a vehicle from the dealership. I had asked him if there was other options, or any other issues with the vehicle to which they said they were going to sell it for parts. I have been regularly checking on the website because I felt like their information they provided to me was inaccurate, however, due to my desperate situation. To be able to transport for work, I bought the vehicle from them. I looked online this last week and saw that my vehicle I had sold to them for the price of $3,500 to scrap parts, they were now selling for $11,500. Dealership, do the information had to buy a new vehicle from them, and was told at my vehicle within the sale was going to be utilized for hearts and scraps and not a usable vehicle.

• Initial Complaint

  Date:03/24/2025

  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.

  I took the car for engine miss fire issue pulling code p0304 they replaced engine and when I took the car back home the engine check light got back on and I checked the error at auto zone its new error this time the code is p2191 I took it to the dealer again they said the catalytic converter is damaged due to rust. But they didnt inform about it before engine replacement and the issue didnt existed before. I asked for pre diagnostics reports for which dealer said they send that to manufacturer. My catalytic converter isnt rusted. They clearly either damaged or tampered with my catalytic converter.

  Business Response

  Date: 03/24/2025

  We do appreciate the opportunity for much needed clarification.  The vehicle was purchased pre-owned from an independent dealer.  Nonetheless, vehicle came in with a check engine light on, multiple cylinders misfiring, and engine knocking.  Vehicle had catastrophic engine failure with a failed rod bearing as the cause of failure.  Customer has a 3rd party warranty and an engine replacement was authorized, with a $100 deductible to be paid by the customer.  Repairs were performed successfully and vehicle was released to the customer.  Vehicle has now returned with the *** on with catalyst related fault codes.  Upon further inspection as consequential damage we have deemed the catalytic converter as the cause of the *** coming on as it is restricted due to the catastrophic engine failure, taking into consideration the unknown time that the vehicle was operated with multiple cylinders misfiring causing incorrect air/fuel mixture to damage the catalytic converter internally.  The customers 3rd party warranty has declined the repairs as it is not a covered component on the contract.  This is the customer first and only visit to our dealership.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23107792
  
  I am rejecting this response because:

  When I initially brought my car to the dealership for the engine misfire issue, there was only one error code: P0304 (Cylinder 4 Misfire). At that time, no other fault codes were present, including anything related to the catalytic converter.

  
  After the engine replacement, my friend picked up the car on my behalf since I had already moved to ******* for work. She drove the car home, and as soon as she reached, the check engine light turned on again. Concerned, she took the car to AutoZone for a diagnostic check, and this time, a new error code, P2191 (System Too Lean at High Load), appeareda code that was never present before the engine replacement.

  
  To make matters worse, the dealership has been constantly changing their statements regarding the catalytic converter issue:
  First, the service advisor told my friend that the catalytic converter was "going bad."
  Later, when I escalated to Kia ********** the dealership changed their story, now claiming the catalytic converter was "cracked."
  When I questioned how it cracked, they changed their explanation again, saying it was due to rust.
  After I sent them a full-body inspection report from before the engine replacement, which confirmed that the catalytic converter had no rust, they once again changed their statement, now claiming that the catalytic converter was damaged due to the engine misfire issue.

  
  This proves that the dealership is not being truthful and is covering up their mistakes. If the catalytic converter was really damaged due to the misfire, it should have triggered a check engine light before the engine replacementnot immediately after delivery.

  
  Given the dealerships multiple contradictions, I strongly suspect that they either damaged the catalytic converter during the repair process or replaced it with a faulty one to cover up their actions.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/25/2025

  We'll be more then happy to assist in providing some relief for the repairs but assuming responsibility, that we can not do.  We do understand that miscommunications do happen when 3rd parties/friends are involved.  We strongly suggest to get a 2nd opinion from another Kia ************* We welcome any thoughts or suggestions from The BBB as well.

• Initial Complaint

  Date:03/07/2025

  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.

  IN OCT MY ************************************************************************** *** IS AWARE OF THE HIGH FUEL PUMP ISSUE THAT I WAS HAVING AND SAID IT WAS UNDER WARRENTY ACCORDING TO THE BULLETIN THEY PUT OUT THEY TOLD ME IT WOULD BE 30 TO 90 DAYS FOR ME TO GET REINBURTS HERE WE ARE 3/7/2025 AND STILL NOTHING I CALLED AND SAID THEY HAVE A LOT OF CASES AND THERE SORRY ITS TAKING LONGER THAN 90 DAYS THATS ALL THEY COULD TELL ME

  Business Response

  Date: 03/10/2025

  Thank you for the opportunity to be of an assistance to our mutual customer.  Since the repairs were performed at an independent repair facility, we reached out to our DPSM for guidance.  After further review, he has approved a full refund.  We submitted the refund request to our accounting office for review earlier this afternoon.  It normally take up to two weeks for refunds to be completed.  Thank you

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sirs,On 9/13/2024 I bought a new Kia **** EV from Van Nuys Kia. The salesman was ***** *********. I asked if they would throw in the level 2 charger for free if I bought the car. ***** asked his sales manager and he came back and said they would. I bought the car. At the end of the transaction he said they didn't have any chargers in stock but that they would order me one right away. I kept calling the parts ***** but they said they didn't know when they would get any in. I didn't get the agreement in writing so ********* said there is nothing they can do. The cost of the charger on ****** was $436.91. I would like to get reimbursed if possible.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of my dispute I only needed was an oil change. They went in charge over excess amount for services rendered because I am a woman cheated me out of $1200 all I need was oil change. Dealership cheat consumers telling me I need additional work was wrong. I want a refund of services . This dealership ripping consumer off. Telling people needed additional work which was not true.

• Initial Complaint

  Date:06/21/2024

  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.

  There is safety recall on my vehicle. KIA *** 2024 Also, the seatbelt for on my children is not working. Contacted *** multiple times and multiple locations, they are all pushing me almost 4 weeks ahead. Without a loaner to fix my vehicle. This is my kids safety and it is very crucial for me to have all my family safe while driving this vehicle

  Business Response

  Date: 07/02/2024

  Good Evening Actually I took the customer EV 9 in to our service department and assist the customer with loaner vehicle. Customer living out of town tomorrow and will not be back until next Monday

  
  ***********************
  Director Of Fixed Operations
  6115  ************************************************************
  Direct:************ Ext=1360 
  ********************************
  Specific
  Measurable
  Attainable
  Relevant
  Time based
  

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2017 Kia ****** On June 7, 2024 at 9:00am, I went to a scheduled appointment with Kia of Van Nuys for the purpose of repairing one of my front headlights. I gave my car to the service staff for inspection. I thought it could easily be fixed. After waiting two hours they advised me that I would have to buy two lamp -assembly heads at a cost of $3501.00, labor not included. I left the dealership and later took my car to a friend's repair shop where they checked and found that I needed one light assembly, at a cost of $150.00. A mechanic installed the light and my lights are working fine. The fact that Kia of Van Nuys wanted to charge me $3501.00 in unacceptable and unethical and they need to be held accountable.