New Car Dealers
Kings KiaThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/18/2025
Type:Product IssuesStatus: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.
10**Date: 10/23/2024**
**Amount: $14975.00**
Kia sold me a **** *** **** Pickup along with a warranty for $2,300, which covered 50 miles of services. However, the vehicle had a defective motor. Kia's auto mechanics never inspected the **** *** **** Pickup before selling it to me. When I raised my concerns with the salesman, I was informed that nothing else could be done on their end. Kia has not attempted to resolve this issue./23/2024
$14975.00
Kia's sold a **** *** **** Pickup and warrant for $2300 for 50 miles of services.
Kia' sold a vehicle with a bad motor.
Kia's auto mechanics never inspected the **** *** **** pick-up. Before selling it to me.
I was told by the salesman-nothing else could be done on their end.- No Kia's haven't try to resolve this issue.Business Response
Date: 03/20/2025
Good Afternoon,
We spoke to **** ******* today regarding this issue. We originally secured the vehicle from our ****** store who performed the original Used Car Inspection. Shortly after purchase the customer could detect an antifreeze odor coming from the engine compartment. We determined the water pump was leaking. As a good will gesture, we replaced it at no charge. Currently the vehicle is at our ***** repair shop. We are working with both our ***** repair shop and the Warranty company to assist with a resolution.
Thank you,
Customer Answer
Date: 03/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included .I spoke to the service manager of Klng Kia. The warranty company will not approve the claim to fix the vehicle. We were asked to toll the vehicle to Kinkg Kia to check the vehicle out for a 3 third times to see what the actual the fault of failure is. We were not offered a loner vehicle to get back-and-forth to our employment. Why they are currently looking this over?Which this process could take days weeks or months. We are not interested in paying out any money. To repair this vehicle, uh, we took out a Warranty on this vehicle. It's up the King Kia to find out what the issues and provide this information to the Warranty Company to determine if the claim will be approved for repair or replace. This not be done by King ****** are king ***** r king kia as of today( 03/26/2025. We, as the consumer has been getting a runaround since last september of two thousand and twenty four in regards to our vehicle. We have been without our vehicle since September of 2024, and we have not been able to enjoy our vehicle. Uh, because the vehicle has been down and not in use, so we are asking that king auto. Please honor there, customer mission provide us what an option. Of either fixing repairing or replacing the vehicle.
NO, this issus has NOT being been resolved as of March 26, 2025.
Regards,
******* *******
Business Response
Date: 03/27/2025
Kings Kia received the vehicle on 3/26/2025 at 3:21PM. A work order has been generated to inspect the vehicle. The inspection will be completed within the next 2-3 business days. Until Kings Kia has completed the inspection, we are unable provide any further information. Please allow us the time to complete the inspection.Customer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Awaiting update from business.
Regards,
******* *******
Business Response
Date: 04/14/2025
We have verified the customer's concern. Started a case ***** **** **** warranty company. We will contact the customer today 4/14/2025 by phone and let her know the outcome.Initial Complaint
Date:12/18/2024
Type:Product IssuesStatus: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 certified pre-owned vehicle from Kings Kia Automall, trusting the certification process to ensure reliability and quality. Unfortunately, the vehicle began experiencing issues within two days of purchase when the check engine light came on. Over the past several months, the car has been taken in for repairs four times, with the most recent repair attempt beginning on October 21, and the vehicle is still in the service department as of today.
Despite my patience and repeated attempts to resolve the issue, I have faced:
A lack of effective repairs: The same problem has recurred multiple times despite repeated assurances that the issue was fixed.
Poor communication: Kings Kia Automall and Kia's customer service have consistently failed to provide clear updates or take responsibility for the inconvenience caused.
Broken promises: I was told my vehicle would be detailed and filled with gas upon return, but that was not the case.
Additional expenses: My temporary tags expired while the car was in service for over a month, and the dealership refused to assist.
This entire experience has been a significant burden and has caused emotional and financial stress. I trusted Kia to deliver a reliable, certified vehicle, and they have failed to uphold their commitment to quality and customer service.
I have formally requested a full reimbursement of the vehicle's purchase price and $10,000 in compensation for emotional distress, but Kia has denied my request and refused to resolve the matter amicably.
I am filing this complaint with the Better Business Bureau to document my experience and request assistance in holding Kings Kia Automall and Kia accountable for their actions.
Desired Outcome:
I am seeking a full refund of the purchase price of the vehicle and compensation for the emotional and financial stress this situation has caused.Business Response
Date: 12/20/2024
We have been working with Kia Tech Line to assist in resolving the issue. The issue had returned multiple times after the vehicle was returned to the customer. Per Kia Teck Line, we have replaced the fuel injector assembly, the high pressure fuel pump and added fresh fuel to the vehicle. During our certification process, approximately $1600 was spent before offering the vehicle for sale. A loaner at no charge has been given to the customer during repairs. We are currently continuing to drive the vehicle before returning it to the customer to avoid any future issues.Initial Complaint
Date:10/23/2024
Type:Sales and Advertising IssuesStatus: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.
Buyer beware!!! We purchased a **** *** ********* one evening 5 weeks ago. My problem is that a manager used this vehicle as a demo for 5k miles, which was not disclosed at first, but ok because they took some money off, it’s that there was trim falling off. Neither me nor my wife noticed until the next day, in the daylight, that door trim was flapping on one door and the other three doors were loose as well. When she called the dealership the salesman KNEW about this, he just “forgot” to tell us. What reputable dealerships management and salesman would know about an issue that could cause damage to my vehicle or another’s when parts can come loose and still sell the car without disclosure? If the salesman knew, the manager driving the car or any manger had to known unless there’s no inter communication within the dealership. It’s been 5 weeks now and still no part. Service manager has helped with trying to get parts quickly for us but there’s only so much he can do to expedite so we have to wait.
The issue is why would they sell a Brand New car, that a manager drove as a demo(per the salesman) knowing there’s parts coming off. We are completely disappointed and dissatisfied with Kings sales team. If they’re hiding this on new cars, I’d hate to know what they're hiding on their used ones. Even if this is a common issue with Kia, it should have not been sold like that with them knowing and without disclosing it to us so we had known and could’ve looked at other options. Now we have a vehicle that sits because my wife is worried the trim is going to fly off driving and hit another car or scratch hers.Business Response
Date: 10/24/2024
Spoke with Chris M***, our Service Manager. He has been in contact with the customer to notify him that the back ordered replacement part should be here by month end. We offered to remove the trim piece that needs to be replaced to prevent any damage to the vehicle. Also spoke to our salesperson and he stated to the customer there are possible issues with this particular trim piece. It is an inspection based process meaning we inspect and replace when needed. Unfortunately, in this particular case, the vehicle was not inspected for this issue since the trim piece was still intact. Removing the trim piece until the new one arrives should alleviate the customer's concern about damaging their car or the chance it may fly off and damage another car while driving.Customer Answer
Date: 10/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I knew the parts were coming in as stated in my complaint, the service manager has been the only honest one.
My complaint is that this was sold with KNOWN pieces coming off. Why did your salesman say he knew about this but forgot to tell us? Also did the manager driving this for 5k miles not notice it because it’s pretty obvious. Was this known issue not means to fix it before Kings KIA sold it to us?
Regards,
**** *******
Business Response
Date: 10/29/2024
When the customer called our salesperson he honestly answered the customer's question saying that he forgot. When the vehicle was being cleaned, the trim piece was most likely not fully intact. The detail people and the salesperson should've seen it and alerted us. Unfortunately, we did not inspect it prior to offering it for sale and do apologize for this. We also requested to the customer for us to remove the trim piece to avoid any damage to the vehicle. Customer has yet to respond to our request.Customer Answer
Date: 11/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
This issue has still not been rectified, no update from dealership, no call, email or anything.
Why is the dealership STILL lying regarding them knowing this was an issue. Our vehicle was NOT detailed after we bought it like they’re stating.(Another lie). We’re STILL owed the detail too. We bought this at night. How many times do I have to state that a manager drove this vehicle for 5k miles and put it back on the lot to sale. How does management do something like this? Is the manager replying the one responsible? Take responsibility for driving a car and putting it for sale with damage. The salesman knew about, quit lying and saying it was noticed during detail, when the vehicle wasn’t even detailed since we bought when you were closing. I really hope other consumers see this and how Kings KIA keeps acting like they didn’t know and coming up with a bunch of lies to try to cover this up. Management should be ashamed. Instead of admitting you guys made a mistake and letting this go, you want to come up with more lies and continue to make your management sound like a kid trying to come up with an excuse
Regards,
**** *******
Business Response
Date: 11/08/2024
The customer called Chris M***, our Service Manager for an update a few days ago. We are still waiting on the part. As I stated in my previous response, this issue is not on every Telluride, however, we did not inspect this particular vehicle prior to offering it for sale or when the customer purchased it. Our clean up crew should've alerted us if it was loose or falling off. They did not. Would also like to state that if the molding was falling off while it was being driven 5000 miles, there would have been visible damage to the vehicle. Once again, my apologies if I did not clearly state in my previous responses that we dropped the ball and made a mistake. There would be no reason to deliberately hide this issue when the outcome is an upset customer. Our goal is to give a customer a great buying experience, but in this case, that did not happen. We will replace the molding once it arrives and detail the vehicle as promised.Customer Answer
Date: 11/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.THIS IS STILL NOT FIXED!As I CLEARLY stated A MANAGER DROVE THIS AS A DEMO! WHY WAS IT NOT INSPECTED BEFORE IT WAS SOLD. These responses truly show their incompetence.
Regards,
**** *******
Initial Complaint
Date:10/07/2024
Type:Service or Repair IssuesStatus: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.
Purchased a brand new 2024 KIA ******** on July 13, 2024. All of a sudden I started experiencing an issue with my car. At first it wouldn't start, then after it sat a bit I could get it going again. But now when I drive it sputters. I called KIA. L****** from the service department informed me that they would need to do a diagnostic test to see if the problem was covered under warranty...it is not even a 3 month old car! When asked if I could get a loaner I was told I could not until they had time to do the diagnostic. When I asked when that would be she could not give me an answer. Told me to drop it off on Wednesday, but that she couldn't tell me when they would get around to do the diagnostic. I felt defeated so my Mother called to try and get somewhere. She also spoke to L******. L****** was very rude and stated that she is actually booked up until November but was nice enough to move my appointment up to 10/9/24. Sadly, this is just an appointment to drop the car off. L****** made it clear that she didn't know when they would have time to look at it, let alone fix the issue. It could be weeks or much longer. My mother pointed out that the Lemmon Law protects consumers when a car is in the shop for longer than 30 days in the first year. L****** stated that is correct and perhaps I should pursue that option because unfortunately they "have a lot of cars that badly need service," and that she cannot tell us when my car can be looked at. This is just horrible customer service! All that I was asking for was a loaner car so that I can get back and forth to work so I can pay for the brand new car that I bought from them that is broken. I don't know what to do!Business Response
Date: 10/08/2024
We moved the initial November appointment forward for the vehicle to be dropped off on 10/9/2024. Unfortunately, Kia does not furnish a rental until the issue is diagnosed. I did, however, under the circumstances, instruct L****** to reserve and provide a rental for you the day your vehicle arrives. My apologies for this issue and look forward to resolving it in a timely manner.Customer Answer
Date: 10/08/2024
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.
Regards,
L****** LawsonInitial Complaint
Date:10/07/2024
Type:Product IssuesStatus: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 my car on 4/4/24. My car started making a noise after 3 weeks of owning it. Bill told me to bring it in on Friday 4/26. After making the trip from KY to bring it, the service department told me I had to have an appointment. Bill failed to coordinate with the service department for my service. I then had to drive back home and bring it up the following Friday 5/3. The brake rotors were warped. Luckily they were able to do it for free. Once I got the car back it was running rough. I dropped it off on 5/8/24. I got a loaner K5. I then got new loaner on 6/14/24. I was told to return the loaner and received an ********** ****** **** on 7/25/24. The jeep had transmission problems. I traded it in on 8/9/24 for a sedan. My car was finally done on 8/22/24. Meanwhile I had to make an extra trip up to Kings Kia to return the check for my tags as the check was expired because my car was in the shop while my temp tags expired. The sales manager told me he would call me once they sorted a new check 6 weeks prior to the car being done. I had to sort it out on the day the car was done which included me having to go and pick the check up. I was also stranded at enterprise for a few hours when I traded in the jeep as Kings kia did not extend the rental past 2 weeks. This whole time I was told the technician was looking into it and the car needed to be passed on to another technician. They changed a few things that didn't need to be changed and the issue ended up being bad coils. It took the service department 3.5 months (15 weeks) to fix my car that I just bought. Chad gave me an excuse that they needed to run high octane gas through it while the whole time I had an airtag in the vehicle. At one point the car wasn't test driven for 3 and a half weeks. The day I picked up the car Chad also tried to get me to pay the $250 deductible for the warranty company but luckily sales said they would cover it. I had to tell Chad this otherwise he would have let me swipe my card.Business Response
Date: 10/08/2024
My sincere apologies. This is, in no way, the experience we want our customers to have. In retrospect, at the first sign of an issue, you should’ve been given a rental car from the start. You having to bring it back after you were already here was totally unacceptable. I do know that we needed another tech to get involved to resolve the issue. No excuses. The time involved to fix your issues took way longer than it should have. If we would have kept your vehicle the first time you brought it in could’ve saved you a lot of time. I’m glad your issues were addressed, but very disappointed how this transpired.
My sincere apologies. Thank you for sharing your experience because without honest feedback, we cannot improve.Customer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I appreciate your apology, but I need to be clear that it doesn’t change how I feel about what happened as this has impacted my daily life. My experiences have not met my expectations, and I feel it’s best to seek alternatives moving forward. I would like to request compensation for this matter. I believe this is a fair request given the circumstances and would appreciate the opportunity to discuss this further.
Regards,
**** ******
Business Response
Date: 10/25/2024
The vehicle came back 3 weeks after purchase. As the customer stated, we replaced the brakes at no charge. The warranty company approved the replacement of the turbo; however, they did not cover all the additional parts required for the job. We ensured that the customer was not charged for these parts and also waived the warranty's $250 deductible. Additionally, we covered the customer's 14 week's of rental charges beyond the four days approved by the warranty company.
Customer Answer
Date: 10/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Fixing an issue does not justify and resolve the dealership selling a broken car. I was on the verge of hiring a lawyer and filling a lemon law claim. The dealership used the 3rd party warranty and didn't fix all of the issues on their own cost when they just sold the car to me. That is very shady. Having standard morals and doing what is right is not considered compensation or going above and beyond.
Regards,
**** ******
Customer Answer
Date: 10/28/2024
Fixing an issue does not justify and resolve the dealership selling a broken car. I was on the verge of hiring a lawyer and filling a lemon law claim. The dealership used the 3rd party warranty and didn't fix all of the issues on their own cost when they just sold the car to me. That is very shady. Having standard morals and doing what is right is not considered going above and beyond for the customer.Initial Complaint
Date:09/23/2024
Type:Product IssuesStatus: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.
Immediate issues after purchasing used car from Kings Kia.
After taking it in for service, new problems were present in the vehicle.
Quoted and charged me for wrong part under warranty agreement.
They wrecked my vehicle when in their possession for service.
Full explanation below under Desired Settlement Explanation...could not fit it here with character limit.Business Response
Date: 09/26/2024
Customer called regarding a brake issue her daughter experienced driving home from school which prevented the vehicle from being driven. The second concern was rear bumper damage when the vehicle was being repaired. I set up having the car towed to our store by furnishing the tow company's information to the customer. I also notified the tow company that the customer would be calling them. I followed up the next day to ask if the customer arranged pick up with the tow company. She explained that she had not because she was exploring her options and also advised me that her husband was able to drive the vehicle to their home. We would like the opportunity, as originally requested, to evaluate the brake concern and address the damage to the vehicle.Customer Answer
Date: 09/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.The business requested us to send the vehicle back to them so they can access the rear bumper damage that occurred when the vehicle was in their possession July 1 - Aug 27 while getting other service work done. We already brought the vehicle back to them on Sept 2 to access that damage and for other issues stated in the previous message. They had the vehicle until Sept 10 and the rear bumper damage is stated as a concern on the service documents provided by them for this visit. They did not take responsibility for the damage at that time so I would like to get it taken care of through their garage keeper insurance. I do not feel I need to bring the vehicle back to them to access the damage for a second time. I would like their insurance company’s name, phone number, and policy number to report a claim.
The brakes are not a concern as they were only stated in the previous message so there was a complete history of the entire situation from the purchasing of the vehicle until now. We had our own mechanic take care of it as we no longer feel the business is reliable in the service work they provide due to our experiences with them.
The other resolution that was not addressed by the business was the service charge on Aug 27. When we dropped the vehicle off on July 1 due to the engine light, we were told it was a head gasket and the extended warranty would cover it. Then we were told there was an issue with the water outlet and that would not be covered. When looking at the service document, we were charged for the head gasket ($1178.15) instead of the water outlet ($98.32) and paid a total of $1453.22.
Regards,
***** *********
Business Response
Date: 10/11/2024
The warranty covered the head gasket. Unfortunately, the cylinder head and water outlet were not covered parts. The bill total was $4020. The customer paid $1453, the warranty company paid $2467 and we paid the deductible of $100 on the customer's behalf. During the time it was being repaired at *********** (one of our other stores), additional parts were needed to complete the repair in the amount of $422.75. The customer was not charged for this additional cost. We also replaced the catalytic converter at no charge for the customer. Please note that we are self-insured and willing to repair the damage to the rear bumper. Thank you.,
Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Thanks for explaining the bill from Aug 2, 2024. That clears up the confusion I had with charges as it just states “head” on the bill and not “head cylinder” so I was thinking it meant the head gasket since no one had told me it was a different part in the two months Kia had the vehicle repairing it.
As for the damage done to the rear bumper that was caused when someone wrecked the car when in Kia’s care, I understand they could fix it. However, I do not want the repair completed by them. I do not trust this business to do anymore work on this vehicle and want it taken care of by an outside company of my choice. They had the vehicle for two months making repairs, and we didn’t even have it back in our possession for a month before the check engine light came on again. My confidence in them appropriately repairing the damage that was caused while in their possession is very low, and I would like to have it confidently repaired correctly by an outside company.
Regards,
***** *********
Business Response
Date: 10/18/2024
Although I understand the customer's reluctance to have us repair the bumper damage, we have access to body repair facilities we utilize for our inventory when needed. Please understand that the body repair will not be done at our facility. Our only role with this issue will be to coordinate the repair until done.Customer Answer
Date: 10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I appreciate the explanation and am aware that the body repair will not take place at your facility. However, there is more to this than simple reluctance. What you are asking is for me to entrust my car to you to ensure that the necessary repairs are made. You are choosing the facility to make the necessary repairs, and your role will be to coordinate those repairs. This is a “huge ask” considering that the trust has been broken given this entire situation. You had a responsibility to sell us a safe vehicle for my daughter. We have trusted your facility time and time again to allow you the opportunity to rectify the problems that were encountered, and again you failed to fulfill your duties, and we were met with more problems. Given the multiple opportunities to make this right, I would prefer to entrust the repairs to a company that I choose. If you were in my position, I am sure you would feel the same. The trust has been broken, and I am unwilling to continue being disappointed with the service that we have received. In my opinion, we have been more than patient, and we would like to close this chapter and ensure a safe vehicle for our child.
Regards,
***** *********
Business Response
Date: 11/01/2024
Although we do understand the customer's reluctance, this is a body repair and not a mechanical one. As stated in a previous response, the work will be done by the same people who repair our New and Used cars when needed. We have taken responsibility for the damage and want to fix it.Customer Answer
Date: 11/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Thank you for taking responsibility for the damage done to my vehicle while it was in your business’s care. Per my insurance company, I have the right to choose where I have my vehicle repaired due to your negligence.Regards,
***** *********
Business Response
Date: 11/14/2024
Our only goal is for customers to have good buying experience, but unfortunately we fell short of that goal. Please send the estimate along with the company’s name, address and phone number. We will review the estimate regarding the rear bumper damage and once approved we will contact the company directly to arrange payment so you can make the necessary plans to have the work completed.Customer Answer
Date: 11/25/2024
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.Thank you for taking responsibility so we can move forward with this. I will get back to you soon with an estimate from the body shop.
Regards,
***** *********
Initial Complaint
Date:08/01/2024
Type:Service or Repair IssuesStatus: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.
2018 Kia Optima. Flashing 'check engine' light. Vehicle was towed to dealership on 7/9/2024
Received call from C***, service rep, @ 7:50AM Wednesday 7/10/2024. Stated issue would be investigated and I would be updated with findings. Received callback about a week later that Kia has been contacted and awaiting approval to begin repairs. Called Kings Kia at 12:12 pm on Wednesday 7/24, left a voice message for C*** requesting a callback with an update and eta. Stressed that I have no other means of transportation and at least a loaner/rental is needed. Received a voice message from C*** at 2:08pm on Wednesday 7/24/2024. He explained that Kia tech support has asked for additional testing. Called Kia Customer Care on Monday 7/29 for an update. Was informed C*** is off until 8/9 and A**** is handling the workload. Agent requested a callback from the service tech and the service manager. As of 8/1, no response. I again called Kia Customer Care. Spoke with L*****. She tried and was also unable to speak with someone at Kings Kia. She stated that she was escalating to her supervisor. They will continue to try reaching someone for an eta.
I have no other means of transportation. This is totally unacceptable.Business Response
Date: 08/02/2024
The vehicle arrived 7/10/24 and inspection was completed 7/18/24. A techline case which is required before repairs may be completed was opened to receive the approval from Kia. All required information was attached to the case. On 7/20/24 Kia responded and requested additional diagnostics to be completed on the vehicle. 7/23/24 this was completed, and response issued to Kia. Kia responded on 7/23/24 with additional questions, vehicle was brought in and inspected for the 3rd time and information was provided. We are currently awaiting a response from Kia techline approving the replacement of the engine on this vehicle. As soon as that response is received, we will be providing a loaner to the consumer until the repairs are completed.Customer Answer
Date: 08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
Marva MartinI have been on contact with the Kia Customer Care rep and informed the requested additional information was received by the techline on Friday morning, 8/2/2024. I am requesting the approval be expedited in order for the repairs to begin and I be provided a loaner.
Business Response
Date: 08/14/2024
Vehicle issue was completed and picked up on 8/9/24.Initial Complaint
Date:07/03/2024
Type:Product IssuesStatus: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 a used **** **** ** from Kings Kia and the car has been nothing but problems ever since. I wish to get the car fixed due to the vehicle having a 6month/6,000 mile dealer warranty. I bought the car at the end of May, 2024. I wish to have the vehicle fixed. The car is overheating and I am unable to drive the vehicle and I have been out of a car. I had to rent a car through enterprise and it is not cheap. The car has been sitting in my driveway for the past almost 3 weeks now and I have not been able to drive it since. I have been calling and calling to get a appointment scheduled in and have left messages reguarding my concern for my car and they have yet to get back to me or call me back. I am tired of waiting.Business Response
Date: 07/05/2024
We have reached out to the customer this morning and arranged to have the vehicle towed to us for inspection.
Customer Answer
Date: 07/05/2024
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.
Regards,
***** ***Initial Complaint
Date:04/18/2024
Type:Service or Repair IssuesStatus: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.
August 2023: Traded in my **** ****** ***** and purchased **** *** ******* at Kings Kia. I need all inspection and service documents from both ***** and Kings Kia
October 6th, 2023: ******* was towed to *********** as Kings Kia service Dept advised me to have it towed there after it stopped running. After I picked up the vehicle after fuel pump repair, I turned around and went straight to Kings Kia because it was still making a high-pitched noise and driving rough. I brought it back to **** at *********** and it was kept for another week and no issues were found after service department test drove it several times.
January 8th, 2024 ******* was towed to *********** as it began stalling when I would come to a stop, making noises. Quote of PVC clog received on Thurs Jan 11th.
April 15th, 2024: ******* towed to *********** after ******* stalled out and started making rattling noise when accelerating. **** with *********** was able to get a quote for repair at $6000+ or new engine at $8000+. **** at *********** had the ******* topped off with oil and advised that I could drive it but would have to check oil levels regularly as it is currently burning oil. Spoke with ***** who stated that he was looking into getting warranty to cover repair as this problem existed when I had the ******* serviced in January 2024.
April 16th 2024: I texted ***** who then returned my call and said he spoke personally with ***** at *********** about submitting this to the warranty company and said he would call me back on 4/17/24.
April 17th 2024: Did not receive any communication with anyone!
April 18th: Today, I am needing to return the loaner this evening with no solution.Business Response
Date: 04/28/2024
We kept in contact with the customer. The vehicle was purchased “as is” with a 6 month 6K warranty which had expired. We previously helped the customer with $1137 in repairs as a goodwill gesture on items not covered. Customer surrendered the vehicle to the bank and purchased a vehicle from a private individual.Customer Answer
Date: 04/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.These last 7 months has been a terrible experience with lack of communication, bouncing back and forth between Kia and *********** service department.
I had the 6 month warranty to cover engine issues. I was told this was an engine issue that wasn't resolved in January. So, not the warranty has expired and there is "nothing that can be done". How is this right. I have had months of stress and agony over this vehicle. I had to turn the vehicle into the bank because multiple people from KIA **** ***** ******* told me there was nothing they could do to get me a reliable vehicle because of the negative equity. KIA needs to take responsibility for some of this negative equity that i am left with. I am seeking legal assistance and will pursue as needed once I have the balance after ***** credit union auctions it. I waited FOR days not hearing anything from *********** or Kia. I had to physically go there to find out that the warranty company wouldn't cover the repairs. I have been discarded and overlooked, pushed around, mislead, lied to.
The attached list is just what I encountered for January.
Regards,
***** *****
Customer Answer
Date: 05/20/2024
Kings Kia was able to help me find a reliable vehicle and traded in the defective vehicle for a reasonable amount.Initial Complaint
Date:11/30/2023
Type:Billing IssuesStatus: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 have had nothing but poor customer service from the service department. It first started off by leaving numerous messages and calls for weeks to have my car serviced due to warranty issues and a steering coupling. I finally received a call back and had to wait for 6 weeks to get a date to be serviced. Once there I sent a message to the manager on 11/27/23 to ensure this issue was looked at and was told he was on vacation and he would ensure it was resolved. I go to pick my car up on 11/28/23 and it was not fixed. I asked the attendant why it wasn’t resolved and he told me there was nothing he could do and I would have to make another appointment. I advised I was worried about my safety with the steering issues. He said I would have to talk to another attendant. When speaking to her she said they could fix in morning and my charge was around $375. She said there was no warranty or recall. I told her I would review once I get home. She call 11/29 and said I owed the money and there was nothing she could do. I asked to talk to a manager and after holding for 10 minutes she said he left for the day and put me to Chris voicemail who I was told is on vacation. I inquired about the safety advisor that was issued in 8/2016 and I bought my car in 10/16 so it should have been fixed before I bought it. Then an extended warranty for 10 years was issued. My car is a 2013 we are in dispute about a $20 part that I’m being charged for $375. I don’t like to have to take this route but was advised that this may be the only was to get results. Thank you!Business Response
Date: 12/11/2023
I have spoken with ****** about her concern. The warranty extension states that it is valid for 10 years and unlimited miles, her warranty expired on 8/7/2023. After discussing this in detail and explaining why the warranty was no longer valid we were able to offer a significant discount that she was pleased with. I do beleive that a follow up with ****** would reflect the this complaint should now be resolved.
Customer Answer
Date: 12/11/2023
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.
Regards,
***** *******
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