Complaints

This profile includes complaints for Serra Kia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serra Kia

  630 Fieldstown Rd Gardendale, AL 35071-2487

  
• 

  Serra Kia

  9709 D Parkway E Birmingham, AL 35215-7803

  
• 

  Serra Kia

  628 Fieldstown Rd Gardendale, AL 35071-2487

  
• 

  Serra Kia

  1178 Center Point Pkwy Birmingham, AL 35215-6308

  

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:03/18/2025

  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 went in Late January with the idea of trading my vehicle in and purchasing a vehicle from this dealership. If I had read the previous reviews, I never would have stepped foot into this place. I ended up trading my 2017 **** Fusion Hybrid that I will also note they did not pay off completely as I was told they would and that not one time had to have anything repaired during the 4 1/2 years I drove it to a ******************************************* it from the previous owner's children. They got me set up and moved me out as quick as possible. I went to the tag office and got my tag transferred just to find out the paperwork they gave me had the wrong VIN on it for the vehicle I purchased so I had to go back down to the tag office and have it corrected, my time and money wasted. Move on to barely a month later my check engine light comes on saying it has an emissions problem, so I drove it to the dealership thinking I had a full warranty on the vehicle as I was told at purchase. When I went to pick it up, they charged me $185.00 for the diagnosis fee that I was not informed of when dropping it off. I was informed I do have a lifetime warranty but the part I need is not covered by it and will be $500 for parts and labor. I was also told my first 3 oil changes where free with purchase and they tried to charge me for that also. I got the full report back and it says my rear brakes need to be changed also. I should not be having any issues out of a vehicle I just purchased, and I feel like no one tried to do anything to help me when I went to speak with them about this. PLEASE!!!! think twice before getting a vehicle from them.

  

  Business Response

  Date: 03/18/2025

  The customer owed more on her trade-in than the value of the vehicle at the time of trade. The deficit of the payoff was rolled into her new loan, as is always the case. The warranty that came with her ******* purchase is a power train warranty which covers items directly related to the engine, transmission and drive train. We have offered to work with her at a discounted rate since her repair is not a covered item and to apply credit of her diagnostic fee toward the repair cost. The customer called just this morning and turned down our offer of the discounted repair. However, we will be mailing her a check to refund her diagnostic fee.

  As for the *** number being incorrect, this is true. We do apologize for the inconvenience. Our vehicles are still stocked in by empolyees and not machines, so mistakes can happen from time to time. We promptly corrected the customers paperwork and would have gladly corrected it with the *** had we been able to. 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 **** A7 from Serra Kia Gardendale on 9/04/24 for the amount of *********. I've had issues since I bought the car from coils that were bad, to control arms thay were worn out, to oil burning in the motor(the motor is going bad). I contacted them and was told to trade the car before the motor went out. I asked if I chose to keep it would they help with the repairs, I was told no from the service manager. With me owning the car three months this should not have happened and I should not have had this serious of a problem. I believe I was knowingly sold a lemon and when I called about the issues I was basically told to trade it or fix it myself.

  

  Business Response

  Date: 12/23/2024

  Serra Gardendale *** takes each complaint to the Better Business Bureau seriously and has conducted a thorough investigation of the sale and process of the vehicle in this complaint.  In the instance of the 2017 **** A7 that was purchased on 09/04/2024 there appears to be no evidence of any malicious intent or break in the process.  The **** was fully inspected by a certified mechanic  on 7/24/2024 and items were recommended regarding replacing the rear and front brakes, but no other issues were found.   When the vehicle was purchased on 09/04/2024 a test drive was offered and accepted. Mr. ****** drove and agreed that the vehicle was in acceptable mechanical and cosmetic condition to purchase.  There were several opportunities on the aforementioned purchase date for the customer to state any concerns or issues in both writing and on video.  Mr. ****** was also presented with documents stating that the vehicle they were purchasing was being sold "as is" and that any issues after the purchase would be the responsibility of Mr. ****** to fix. Mr. ****** was also offered the  opportunity to purchase an extended warranty on the vehicle, of which he refused. 

  While the dealership understands the frustration in having to repair a vehicle 3 months after purchase, and with the inherent risk of purchasing a luxury vehicle such as the **** A7 with higher mileage (the mileage at time of sale was ******), those repairs can be more costly than those of other vehicles, the dealership does not offer assistance with the repairs to this vehicle. 

• Initial Complaint

  Date:07/17/2024

  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.

  This is has been an ongoing problem for the past 3 years after I purchase my *** sportage in March 2021. I let the dealership know that this car had an Alignment problem they did not fix it I had to go to Omega Tires they fixed it for $125 and I was reimbursed for it. As the issues progressed further, the windshield wipers were freezing along with lane departure going off even if we went in automatically to turn it off. it just kept coming on along with lights flickering behind the dashboard also on the *** system. Even the car shuts off by itself which is a big concern. This car even knocks itself out of cruise. There are times when the auto collision system does not work. Ive been using this car and kept taking it to the dealership multiple of times. Which the problem still has not been fixed. Im scared if this car turns itself off one more time while Im on the highway Ill be in a very dangerous situation. Ive already started a case #******** with ********************

  

  Business Response

  Date: 07/17/2024

  Hi ****************,

  I have checked all of our dealerships in the ********** area. The last vehicle I see that you purchased from us was a 2015 Sorento in 2014. Could this transaction on a Sportage be under someone else's name? A spouse or relative perhaps? If you could provide me with the name of the main person on the deal and the last six of the *** number, I will be glad to look into this further.

  Thank you. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22004729
  
  I am rejecting this response because: I dont have a *** 2015. My *** is a 2021. VIN: *****************. I still didnt hear from the dealership to see if my car is ready or if the issue have been fixed.
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 07/19/2024

  Hi **************** - I understand that you've had some different issues going on with your vehicle. You had stated that your windshield wipers were getting stuck in an upward position. We were unable to duplicate that issue. Your Sonar cruise control issue, which was related to your dash lights blinking, was caused by a Go Pro device blocking the Sonar. We assisted in straightening out that issue.  You said on your last visit that your vehicle would turn off for no reason, however, we have not been able to duplicate that issue. Our master technician drove this vehicle on three different occasions and did not have an issue with it. Your vehicle is equipped with an Eco Fuel system in which the vehicle will sometimes stop running when the vehicle is a stop light or stop sign. This is designed to assist in saving fuel and emissions. We did replace a switch and the auto hold assembly just in case there was an issue with it, even though we could not duplicate the issue. All of your items have been covered under warranty except for the alignment that you spoke of. Your vehicle is in our shop again and we are going through the vehicle thoroughly again to ensure that there are no issues. We will run the diagnostic machine again and it will alert us if there are any codes on your vehicle. Our master tech is going to drive the vehicle again and see if the issue appears while he is driving it. We have been meticulous about checking out any issues with your vehicle. We are not going to put our customers through the cost and time of repairs if we can find nothing to repair. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22004729
  
  I am rejecting this response because: ive never had a GoPro and this vehicle stops running when Im on the highway. There has never been an issue where it stops at a stop sign nor red light just the highway. I brought this vehicle in multiple times with the same issues. Im getting tired of your mechanics saying theres nothing wrong with the car. This car should not be shutting off on the highway from 72 MPH to 62 mph also decelerating. The windshield wiper should not be stopping when its heavy rain. The departure should not be going off by itself when its been shut off manually, and the assistant breaks features should be working at all time. It has not , those Sensor does not go off anymore. Like I said, there are a lot of issues with this vehicle. 
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 07/22/2024

  We ran another diagnostics check on this vehicle and there are no codes coming up indicating any issues with the vehicle. No lights on the dash indicating any issues with the vehicle. We have test driven the vehicle for approx 40 miles without the vehicle shutting off or any other issues arising. If the customer still feels uncomfortable driving her vehicle, we would suggest either trading it in or taking to another Kia ********** for a second opinion, as we can find nothing wrong with this vehicle. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22004729
  
  I am rejecting this response because: I do a buyback thank you very much. I appreciate So-called cooperation.
  
  Sincerely,
  
  **************************

  

  Business Response

  Date: 07/22/2024

  The customer purchased her vehicle three years ago. A buyback is not possible at this stage, especially with us not finding anything mechanically wrong with the vehicle. We will be glad to assist the customer with trading in the vehicle if she so wishes and her credit allows. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22004729
  
  I am rejecting this response because: I dont wish for another KIA ******** I thank you with your concern. Ive told your representatives and mechanics about these issues multiple times and nothing was done about it just got worse. Ive not been taken seriously about this at all. *** even tried showing videos how the car acts and even it shutting off on the highway. The technician nor representatives wanted to see it. Thank you.

  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:06/10/2024

  Type:Billing 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.

  On 6/5/24 at 2:31 I spoke with a 3rd representative from ******** HQ **************** named ******** for my issue with Serra Kia Gardendale. I told her that everything started on 4/15 when I took my 2018 *** ****** in for repair it going into limp mode on 4/13. I was told by the service reps that there are about 10 cars ahead of me and was told they would get back with me. I called between that time and kept getting told that they have not gotten to it yet and a few more ahead of me. On 5/2/24 I got the car back and they stated they did a diagnosis ad everything was fine and I drove off after being told if it started again, bring it back. On 5/4 I took it back and was told 7 cars were ahead of me and will be mid week before they got to it. On 5/10 I called and was advised it would be approximately $1300.00 to repair due to a bad knock sensor which was not covered and also a tune up and other repairs that the warranty did not cover. .I had already given them the warranty company number they sold me when I purchased but they said I had a warranty with Fidelity Warranty. I called Warranty Solutions and was advised I was covered and no one from *** had called them. I then called **** with *** customer service to explain my dilemma. He said he would write up a case and call me back but never did. I called *** in **************** and she said she would send to him. Later *** supposedly fixed the knock sensor with Warranty and charged me the $50 deductible fee. The car worked until 6/4/24 and I took it back and they said give them 2 days to do another diagnosis. I then called ******** because I am now starting to get impatient with ***'s bad customer service. They act if they never seen me each time I come in.. Interesting enough. ******** said it was noted that they repaired a trunk release recall on 4/16. How could that be when it took almost two weeks to get to the car according to them? I am still waiting. I will end it here although there is more. Overall BAD!!

  

  Business Response

  Date: 06/12/2024

  The customers prime complaint is **************** with ********** the manufacturer. We have no control over the manufacturer or their **************** dept, however, we will pass the message along.

  The customer originally came in on 4/********** was no ****** light on at the time, we completed a compression test per Kia ********** based on customer statement that it was "running rough" and there was a check ****** light on.  We found no check ****** light on, and ran a history code diagnosis, finding no "stored codes".  The vehicle was not running rough at that time.  The test for compression came back with no issues.  We did not charge a diagnosis fee for this.  
  
  Customer returned 5/********* ****** light flashing...vehicle was in "limp mode" ...this happens when a sensor senses that the ****** could fail and turns the power down to 50%.  *********************** completed another compression test and the car passed... the ****** code was P1326 was a "knock sensor" code...we replaced the knock sensor under a service contract and the customer paid a $50 deductible.  We recommended a tune up, induction service, and fuel additive, which were declined at the time  The vehicle was here approximately 15 total days for these operations to be completed.  15 days is not excessive at any of the Kia ********** dealerships in ********** or really any franchised dealership in today's service climate. 
  
  Customer returned 6/5 for check ****** light flashing and also the vehicle was in limp mode again.  It is scheduled for another test to determine if the vehicle will qualify for an ****** replacement per the Kia ****** recall.  We have verified that vehicle is part of the ****** recall. 
  
  While there is a recall on ******s, there is a process that we have to follow with the manufacturer **** and the process has been followed so far.  

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I was called by the Service Manager of Serra Kia Gardendale on 6/11/24.  He said that they are trying to get new engine approved under Kia ******** and should take 2 1/2 weeks to complete. I believe my issue at this point is trust now since this all started on 4/15. And the "The customers prime complaint is **************** with ********** the manufacturer. We have no control over the manufacturer or their **************** ****, however, we will pass the message along" is interesting. So why did customer service not tell me this instead of stating they would call me back? And then a representative even read a note from the service **** stating something they entered. Lastly, I texted the service manager back asking for a loaner after he texted me and no response. I wonder if I as a customer service rep of over 20 years gave them this type of service, would they be happy. Let's see where this goes... 
  
  Sincerely,,AF
  

• Initial Complaint

  Date:03/22/2024

  Type:Customer Service 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.

  This dealer practices unscrupulous, unfair and deceptive sales tactics. They sold us a used vehicle on Feb 12, 2024 that the engine failed in after 500 miles on Feb 19, 2024. We purchased not 1 but 2 warranties( *******) but were told they would not pay as the engine had a pre- existing condition. They said there were metal shavings in the engine which they could not have helped but to have seen because they changed the oil the day it was sold to us. We contacted the dealership when we had to have it towed and they would not do anything. We contacted them again when we were told that it was not being covered and again was told there was nothing they could do. We had the vehicle for 6 days. We just want them to repair or replace the truck. We would like for them to do this and not have to involve any lawsuit

  

  Business Response

  Date: 03/22/2024

  We are so very sorry that you are having such issues both with your vehicle and with the warranty company. We have spoken to the Service Advisor at the dealership in ******* where your vehicle is in for repair. The facility that the vehicle is at has stated that the warranty company did a very poor job of inspecting the vehicle and, based on the Ford technician expert opinion, the vehicle could not have had a pre existing issue. We are reaching out to the warranty company ourselves, as we put our trust in them to do the right thing just as our customers do. We will keep everyone updated as we proceed. 

• Initial Complaint

  Date:06/07/2023

  Type:Product 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.

  We bought a brand new car a couple months ago for cash . It has been back at *** for at least a total of five or six weeks . They could never find a problem but the check engine light comes on and the air quits working .This time after four weeks they said they found the problem but could not fix it . GPS censor had sent out but they will only pay ** eight hundred dollars instead of fixing it .My wife picked it up today and the light is still on .The only reason they called ** back was because they sold the loaner car we were driving .That is the second time for that .When we call they tell ** they will call ** back but never do . They got our money and dont care if our brand new car works properly

  

  Business Response

  Date: 06/07/2023

  At Serra Gardendale *** we strive to help all of our clients and exceed their expectations. 

  We have investigated the issue the *************** vehicle.  The original problem was misdiagnosed from the service department and the dealership has initiated a re diagnosis of the vehicle.  The customer is in a loaner vehicle from the dealership and the dealership has possession of the complained vehicle. 

  The dealership will be in touch once the vehicle has been diagnosed, fixed, and driven 300 miles.

   

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20152080
  
  I am rejecting this response because:
  We have given them ample time and the only reason they answered is it from from you. Its been misdiagnosed four times now. We have lost work hours and hour on weekends. They have no idea what theyre doing   You should not have a brand new car with this many issues   Like I said before.  How long are they going to keep it this time and nothing will be fixed 
  Sincerely,
  
  ***************

  

  Business Response

  Date: 06/08/2023

  The response seems to question the ability of our department.  ********************** went through a diagnostic process.  It was determined that the vehicle had an item that was added as an aftermarket item that plugged into the electronic system of the vehicle.  When removed, the issues described went away.  The first time the customer had a complaint, the dealership replaced the aftermarket item thinking it was a faulty unit....every vehicle like the one the customer purchased has had the unit and there have been no similar issues as the customer described.  The vehicle was then test driven and the symptoms described were not present.  When the symptoms returned, the dealership removed the aftermarket item completely, and the symptoms disappeared again. (it should be noted that the dealership offered a full refund for the aftermarket items) The dealership drove the vehicle approximately 40 miles and the symptoms were not present...leading to a logical conclusion that the vehicle was working and in proper order.

  It is unfortunate that the issue did return.  The dealership has opened a case with the *** ******** and Manufacturing to help with diagnosis.

  With that being said, from the previous comment, the customer appears to have lost faith that the dealership will be able to properly diagnose the vehicle.  There are two additional *** dealerships in the ********** Area.  If the customer would like to take the vehicle to one of those locations the dealership has no objections.  

  The dealership has provided a loaner vehicle to offset any inconvenience this has caused.  If the customer would like to seek a different opinion and take it to a different location, they can bring the loaner vehicle provided back to the dealership and we will exchange.

   

   

• Initial Complaint

  Date:10/13/2022

  Type:Billing 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.

  On September 1, 2022 I took my car, 2017 Kia **** for a tune up. When I was there getting service I asked the ********************** to check my headlights, because they flicker when I turn them on. I was told it is my Multi-Functional Switch that needed to be replaced. At that time I paid $82.39 to order my part. I was told it will take 2 days to come in and I will get a phone call. I received a call the next following week and scheduled my appointment for September 15, 2022 at 9am. I took my car at the scheduled appointment and was told they will call me once it was finished. I had to call Serra Kia Service at 3pm to get an updated, then I was told the wrong part was delivered and they was waiting for the new one to come. I told the service representative I get off at 4pm and will be on my way to the dealership. When I got there I was told my car could not get service because the part never came, and they will call when it arrive. It is October 13, 2022 and my car still have not been serviced. I have called 8 times with no resolution. Seven times I have called I was told my part was not in the store and they will call me when it come in. One of those times I was told it is unusual that my part will take so long to come in and he will talk to the part manager about refunding me back for the part I already paid for. The 8th time I have called I was told my Multi- Functional Switch have been inside of the store for over a month. How is that possible when over a month I have been told my part was never there? At that point I repeatedly asked for a refund and was told they do not give refunds on a part. I was also told that they was speak with the part manager and call me back. I never received a phone call back again. I called back the 9th time and asked for the part manager myself and they never answered my call. The only thing I am asking for is a refund. I never knew it could be this difficult.

  

  Business Response

  Date: 12/12/2022

  Thank you for the correspondence.  ************** picked up her Kia *** and paid for all parts and repairs.  The repair in question was completed and therefore there is no reason to issue a refund

  
  Serra Gardendale Kia