Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  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.

  They sold me a car that they knew was defective from factory now i have a car burning oil and devalued they dont wdnt to do nothing but put me in a another car thier staff is disgusting they dont know how to treat people so many people robbed out if thousands of dollars

  Business Response

  Date: 06/25/2025

  Hello David I looked at our service records and show you have not been here since 07/09/24 for Service or Service related issue. If you would like you can stop by our service dept to evaluate the vehicle and  see what the true issue is. KIAs have a great warranty and we can go over your options with you.

• Initial Complaint

  Date:06/02/2025

  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 06/02/2025 - I took my 2023 *** sportage into City Kia, Every time I take my vehicle in there is always an issue. I took my *** for a FACTORY TEAR ON THE DRIVER SIDE SEATING. Where it Clearly sees that the Stitching is coming apart from the Seat. I also took my car in for the Speakers that were not functioning in the back sitting area and trunk issues. Ok supposedly the speakers are working in the back but the issue is that the ******* or the volume continues to come in and out. Explain to mgr ******* is still the same ok, mgr stated if it continues to bring back.Checking on the SEATING TEAR ON THE MATERIAL. IT IS A 2023 *** SHOULD NOT HAVE TEARING ISSUES ON THE SEAT. MGR STATED THAT *** DENIED TO FIX THE SITTING. THAT IT IS CUSTOMERS ISSUES. How is it customers issues if the Material is not properly ***** correctly and the Material is Cheap Material. Now i am stuck paying $723 monthly payment were now THE MATERIAL IS BREAKING / RIPPING AND *** DOES NOT WANT TO FIX WITH ONLY A 2YR OLD VEHICLE. When you buy your car states Factory Warranty that is a LIE, NOW WHAT IS GOING TO HAPPEN, ME STAY STUCK WITH A RIP SEAT/ WERE THE STITCHING IS NOT COMPLETE. THIS IS FACTORY ISSUE NOT CUSTOMERS ISSUE. THIS KIA PLACE IS ALWAYS AN ISSUE AND ALWAYS TRYING TO TAKE PAYMENT. I NEED MY DRIVER SIDE SEAT FIXED PROPERLY THIS IS A FACTORY ISSUE. ( THE SPEAKERS IF IT CONTINUES TO COME IN AN OUT, I WILL BE TAKING THE ENTIRE CAR BACK AND BUYING ME A DIFFERENT VEHCILE FROM A DIFFERENT COMPANY).. CITY KIA AND *** ITSELF IS NOT WHAT THEY SAY THEY ARE ON TV.

  Business Response

  Date: 06/25/2025

  We have ordered the bottom seat cover to get it replaced we will call you to let you know when it arrives also if you have any other concerns when you bring the vehicle please ask for Oscar Platt and he will address any other issue you may have I apologize for any inconvenience this may have caused you.

• Initial Complaint

  Date:05/20/2025

  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.

  First our bank gave us the wrong pay off quote for our trade in (recorded line, theyve apologized. Then Kia ***** do due diligence to properly verify the quote. Signed the contract, got keys/went home with my new car. 2 weeks to the day later, get call that I have to take car back/be responsible for the difference or get old car back. I take the car back few days later as contract law can get murky, costly, time consuming & I live in another city. I accept my losses.. I get my trade in back, they did some work on it to sell before they caught the error which included brakes. After a long day back my husband parks our car in our sloped drive way & pulls E-brake as always & its not working!! It worked perfect prior to all this. After many more calls/headaches, my husband drives back on good faith that they will fix only upon arrival to tell him he has to pay!!! Finally spoke to the manager thats been dodging all this & hes just now realizing that his sales *** DIDN'T actually call the bank to verify, tries to feed me a bunch of mumbo jumbo bc hes mad he put all that money into the car (instead of being happy it wasnt the initial $15K mistake it couldve been with lawyers involved) & bc of his ego trying to put accountability on me, zero customer service & said he doesnt take kindly to threats bc Im a citizen who wants to protect her pockets just like *** wants to protect theirs. Still got off the phone w/ I shouldve just told him what he already knew, pompous, horrible business men & a whole bunch of them there in the know about this situation tossing us around & have each others back even with us having a friend there trying to help to no avail! This bad practice needs to be ***orted to above their location. What manager never even calls, but has his sales guy blowing up my phone threatening my credit. I save everything. Now wants to get back to me/still cant promise theyll cover when they fixed/broke w/out **************** a liability!!

  Business Response

  Date: 06/13/2025

  We try to help the customer get a Vehicle then we put money into the trade then we give back the trade then i approved the diag fee but they go somewhere else before the approval. and you want more? you said you got bad information from your bank that is what caused all your issues when we verify we confirmed your bank gave you misinformation file a complaint with them. 

• Initial Complaint

  Date:05/03/2025

  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.

  I authorized City Kia of *************** to perform tire mounting/balancing and a wheel alignment on my Kia ***** based on their written estimate of $779.80 (Invoice #******).When the vehicle was picked up, the final bill was $898.66, which included an additional charge of approximately $118.86 for removing stripped wheel locks. This service was not part of the original estimate, nor did I request it.City Kia claims their service advisor, *******, called me and obtained my approval for this extra charge. This is untrue. I was never informed beforehand that this specific extra charge would be added, and I never authorized it. During communications about the service, I was actually told there would not be an extra charge, and later, that discrepancies would be refunded. I believe the dealership's own phone recordings would support my position.Under Florida law (specifically the Motor Vehicle Repair Act), a repair shop must get clear customer authorization before charging significantly more than the written estimate. By adding $118.86 to my bill without my prior consent, City Kia violated my rights as a consumer. It was also deceptive to present this higher, unauthorized bill to my wife when she picked up the vehicle.I am seeking a refund of $118.86, which is the amount charged over the estimate I originally approved. I have copies of the estimate and final bill to support this complaint.

  Business Response

  Date: 05/07/2025

  Thank you for the additional information about a prior phone conversation were you discussed the damaged wheel lock and price for removal.After further review we have issued a refund for the Wheel lock removal that the service advisor agreed to give you before you came in to fix the vehicle.

  Customer Answer

  Date: 05/07/2025

   
  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:04/29/2025

  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.

  I dropped off my husband's car 3/19/25 and picked it up 3/20/25. My husband is ******* ******* with a blue 2019 *** ****** I did this as a favor as he was out of town. When I picked up the car, the price was over $100 higher than expected. ******* ****** assured me that he spoke to my husband and that he approved it. I paid it and then talked to my husband later who said he definitely didn't approve it. He contacted *** several times who kept stating a service manager would reach out to him and never did. He had to go to *** and wait for over an hour for a service manager to say it takes 3-4 weeks for a refund. Here we are over 5 weeks later and no refund. This is such a schemey business practice with no communication. It's like they're just wanting us to give up so they can keep our money.

  Business Response

  Date: 05/02/2025

  The customer came in for tires and alignment, the vehicle had never been here before and when they attempted to remove the tires the wheel lock was stripped, *********** Advisor called the customer and explained that he had to pay extra to remove the wheel locks and we did not charge him a full they paid a discounted rate he helped the customer out who agreed to pay, the invoice was view in detailed and a signature was applied to the complete work order I have attached  paperwork signed and approved by customer at time of pick up.

• Initial Complaint

  Date:04/21/2025

  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.

  Our car broke down 3 weeks ago at ***************. It was towed to an independent ******** who advised us that the car had problems with the engine and ask us to contact *** for warranty because this cars had an extended warranty due to a class settlement.We told City Kia service advisor that it was the engine since day 1. The inexperienced tech says it was the catalytic. Were NOT rich people to afford dealer prices over $3,000, so we towed the car home and fix the catalytic on our own. But the car still didnt work so we called a mobile ******** who did run another diagnostic with ***** results as the 1st ******** misfire on cylinder 1.The car end at 2nd *** dealership near our home (we live 90min away from *******) with the final diagnostic being the engine and now *** wont cover it because oil changes werent done with a certified ********? *This according to the 2nd ************** guys made us spent the little amount of $$$ we had left on something that wasnt the real problem!Ridiculous to tow the car from a ******** that knew it was the engine since the beginning to your dealership then tow it to ********, fix the catalytic and tow it again to the nearest *** dealership!This weekend we did an Internet search and we found on the *** website that the ********-****-Warranty Law protects us in this case regardless who did the maintenance routine on the car. Now the 2nd dealership says we still dont have coverage under this law and City Kia hasnt responded to my messages.Its been 3 VERY stressful weeks with our car been misdiagnosed & parade and us not been able to make money because we depend financially on this car.We want *** to honor the extended warranty, replace the engine and pay for the damages caused by the misdiagnosis since the car was serviced on 4/2/2025 as its been proved that it was the engine since the brake down.

  Business Response

  Date: 05/07/2025

  The vehicle had multiple codes p0420000 catalytic below threshold, p030100 cyl  1 misfire and p030300 cyl 3 misfire, the technician checked the backflow on the exhaust and stuck a borescope camera in the catalytic and it was deteriorated and clogged which would push the backflow back into the engine and would cause the spark plugs to foul out which would cause the multiple cylinder misfire, it would also cause the vehicle to stall out and not start.
  
  During inspection we recommended spark plugs to start as they where completely fouled out and had no spark because they had never been replaced , after replacing the spark plugs we had a spark and the vehicle would start but would shut off while driving because of the catalytic being clogged, we explained to the customer that we would not recommend for them to drive the vehicle as it would cause damage to the engine.
  
  At this point it seems that the customer only needs to show proof of maintenance records and *** will cover the engine replacement under warranty per her statement , why has the customer not supplied maintenance records so that *** could cover the engine under the Extension, this would have nothing to do with City Kia this would be on the customer and supplying proper documentation.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23231243
  
  I am rejecting this response because:

  Interesting how the "misfire on the cylinder is mentioned NOW by City Kia, also the document included was NEVER showed to us by the Service Advisor. (See attached documents provided by City Kia per our request)

  
  In fact we were provided with a video from the tech mentioning the catalytic being clogged and the spark plugs needing a replacement. He didn't mention that spark plugs had never been replaced, Carfax report also provided to us by City Kia (see attached) showed a gap from the *****mi to ******mi where no maintenance records are showed for a car we purchased in Oct 2024.

  
  Yes, we did provided the maintenance receipts to ******** ***** *** in ********* per their request after they diagnosed the car with the cylinder cracked. 

  
  City Kia NEVER asked us to provide the evidence for previous maintenance because for them the main issue was the catalytic and not the engine per the Service Advisor "So sorry, I know you were sure it was the Engine, but is the Catalytic clogged").

  
  In my initial statement I've included proof of email conversation with the Service Advisor on March 28, 2025, mentioning that a previous mechanic checked the car and said the problem was the engine and his recommendation was to contact the dealer for Warranty coverage, but City Kia never look at the engine or they decided to NOT, until we spend over $3,000 at their dealer. 

  
  Now to cover their bases they come up with this document, but this just confirm to us that the car in fact had the cylinder cracked since they receive it at their shop on March 28, 2025 and they refused to admit it and deviated the situation to the catalytic. (See attached receipts, for parts purchased and ******** ***** confirming the car had a cracked cylinder)

  
  *** knows this cars had issues with the engines and that's why an extended warranty is offered by a Class Settlement.

  
  Also the car wasn't driven from *******, we picked up in a trailer and I had the receipt for that too. 
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/21/2025

  The items City KIA  repaired were necessary your issue currently is the Manufacture requiring maintenance records the only one to agree to the engine replacement is ********** America Their number is 800-333-4KIA(4542) call them directly as they are the only ones who can approve your engine replacement.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23231243
  
  I am rejecting this response because:

  We have contacted ********** on 4/18/2025 as seen on the provided receipt & instructed by ******** ***** *** * ****** ******* who have explained to us that Corporate will have to make a decision.
  
  After we talk to ***** from ********** on 4/18/2025 she said that she'll contact BOTH dealers to get their feedback on the situation and will contact us back. NEVER heard back from her or *********** 
  City Kia was the 1st certified *** dealer that initially diagnosed our car and ignored that we mentioned on email to **** *********Service Advisor (evidence provided on initial claim) that a certified mechanic had diagnosed the car and said the issue was the engine, to contact *** for the warranty because this car still has engine warranty.
  
  Don't send us to a dead end because the situation started at your dealer and ********** already was contacted not only by us but by ******** ***** ***.
  
  We're asking BBB that we get honored the Warranty under the ************* Warranty Act. As stated by *** who enforces this law, clearly says we CAN do repairs on our own. 
  We are following the steps advised by the *** and this is NOT an Extended Warranty we purchased, it is in fact an extension the MANUFACTURER granted due to issues with this engine models. Now I see WHY your dealer had so many complaints with BBB, take accountability for your dealer mistakes!
  
  If BBB don't help us resolve this issue our next step is to contact the State Attorney General so they can enforce City Kia & ********** comply with the law.
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/16/2025

  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.

  Bought a *** SPORTAGE HYBRID FWD 2025 CLAIMS 45/44/45 GAS ********** 3 DAYS MY CAR HAS NOT GOTTEN ANY BETTER THAN 30.1 MPG Huge SCAM HELP

  Business Response

  Date: 05/01/2025

  Deborra the issue you are having with the ********** Mileage is a Kia *********** concern not at a Dealership level the website for their complaint service is *************************************; also you can call Kia ******** **** at ********************* Monday through Friday, 5 AM to 6 PM PST. if you have any other issue please reach out to **.

• Initial Complaint

  Date:04/13/2025

  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.

  In December 2024, just a few days before the new year, I walked into City Kia thinking about buying a new car, and Ive regretted that decision ever since. At first, everyone was super friendly and seemed eager to earn my business. But before I knew it, I felt pressured into purchasing a 2025 Kia **** Just three days after buying it, I realized that this all-electric vehicle just wasnt a good fit for my family. I revisited the car lot to express my concerns and in a nutshell I was told that with it being days before the New Year they were too busy selling cars to address my concerns. For a little context, I live more than an hour away from the dealership, so I had to rely on phone calls to sort things out. However, I was met with dropped calls and ignored emails. Ive talked to several representatives at *** finance customer service to begin the process of returning the vehicle, which has been parked on City Kias lot since January. Despite providing the dealerships address multiple times for pickup, its still sitting there.Ive been dealing with late payment reports on my credit since January, and its really frustrating because Ive always been paid my bills on time. This situation has seriously affected my credit score. Honestly, I just want them to process the voluntary repossession and move on. Since Ive been dissatisfied right from the start, I havent made any payments.The last time I visited the lot to follow up March 21, 2025 I asked to speak with the general manager. One salesperson told me he was probably busy in a meeting, so I said Id wait. After an hour, I asked another salesman if the general manager was available. Without hesitation, he said he wasnt working that day, even though there was a truck parked in the reserved spot for him.I really hope this honest review will be the turning point for getting a resolution. I tried reaching out through numerous texts and emails to different people at City Kia, but no one has stepped up to help

  Business Response

  Date: 05/01/2025

  the vehicle is being processed by *** They should have it in their possession with in a the next 2 weeks  

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

  recently visited city kia of Orlando to purchase a car, and unfortunately, my experience with the finance representative was very disappointing. The finance person was not only unprofessional but also incredibly rude and disrespectful throughout our interaction. Im a disabled veteran with mental health issues, this finance person wants me and my wife to purchase a extra package and been add to the loan we rejected and this person started screaming at us making me to have a panic attack, so this person started saying that I was a very emotional person and Im a baby crying making my mental health worse. I felt belittled and dismissed, which is not the treatment I expect when making such a significant purchase.

  Business Response

  Date: 04/15/2025

  "I'm truly sorry to hear about your upsetting experience at City Kia of *******. No one should ever feel that way, especially when dealing with something as important as purchasing a car. Its unfortunate that the finance representative didnt understand how you were feeling during his presentation and showed you the level of professionalism and respect you deserve (This has been addressed with the Manager in question),  I want to Thank Cristiam and ***** for getting on the phone with me to give me a better understanding of their overall  experience. Your feedback is valuable, and we will use it to ensure better treatment for all customers moving forward. 

   

   

• Initial Complaint

  Date:03/01/2025

  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 Jan. 4, 2025, the transmission of my 2020 Kia **** GT Line went out while driving on the freeway. City Kia was not far, so I took it to this dealer for repair. A few months prior, I had taken it for recall fixes and had asked for them to check the transmission. They said they could not identify the sound I was hearing (slippage) and told me it was either bad gas or the computer which was updated at the visit. I am being told that they refuse to honor the warranty because ********************* Change is at fault for a loose plug from a service ****** miles prior. Upon inspection by Valvoline, they told me that they were not at fault and explained why. I have instead filed a warranty claim with *** corporate, and am awaiting decision. I have not had my car for almost 2 months. It is impacting my livelihood and finances, as well as my mental and physical health. Please disregard the case I filed against ********* a few weeks back and replace it with this one. Thank you!

  Business Response

  Date: 03/03/2025

  We inspected the vehicle on the 4th  of January the vehicle the diagnose is that the transmission was empty she approved to fill the transmission with fluid the transmission is still slipping and has active codes. She will need to get this resolved with Valvoline.